Fareportal Inc.

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: We used [redacted]'s online service to book round trip air tickets for two people to fly Aeroflot from JFK International Airport in New York to Shanghai, China, by way of Moscow, and then back again.

[redacted] sent us a copy of the flight itinerary by email, but provided no information beyond that. In particular they did not present to us the set of requirements that we had to satisfy in order to be able to take the flight.

We went to JFK on the day of the flight, and attempted to check in about between 50 and 55 minutes before departure. The airline denied us the opportunity to check in, citing that the allowable check-in window is from 4 hours before the flight to 1 hour before the flight. They said that if we did not want to lose our money completely, we had until the time of departure to get the travel agency ([redacted]) to move our reservation to another flight. We called the travel agency and were on hold until well after the departure time, at which point we gave up and booked a ticket with another airline.

The airline's position is that, since this booking was made through a third party, all future arrangements related to the booking must be made through that same third party. So, that evening, we called [redacted] again to apply for a refund of the cost of our tickets.

Two days later, we are told that our application is declined. I asked to appeal to a supervisor with the authority to reconsider, and the customer service agent disconnected me. We called again and, after being on hold for a moment, were disconnected a second time.

We subsequently called the airline directly. They stated that, though the tickets are not refundable, we are entitled to a refund of the tax paid on the tickets (this is something that [redacted] had neglected to mention at all), but that we must arrange for the refund through [redacted].Desired Settlement: The travel agency had the responsibility to inform us fully of all conditions that we had to meet in order to make use of the service that they sold us. Their failure to do this has cost us over $3000, and they should be obliged to fully refund our expense.

Business

Response:

[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]

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 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,

Business

Response:

[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,

Review: For this trip, my husband was taking my kids to their grandmother, and I was going to pick them up and take them home. I attempted originally to book the trip with my children traveling with me on the same itinerary. I was not allowed to do this; the computer rejected it because it looked like my kids were traveling alone on the way there. I had to book the reservation on the phone to even make the reservation go through at all, and I followed the directions of the fellow on the line, who told me it was the only way I could make the reservation, by making it look like a separate itinerary even though we were not only traveling together, but were required to travel together. He never explained the ramifications of this method, which in effect gave us no way to connect our reservations should there be a reason that the airline would have to cancel any of the flights.

The day before the blizzard, I called to try to get on an earlier flight. I kept telling Cheapo Air on one call and Spirit directly on another, that I knew the flight would be cancelled, and that this way we could get the kids there before the blizzard hit, and I could still go to pick them up at the end. They would not allow this without a charge of another $1000, and the fellow on the phone advised me to wait until the morning, when the airline would be required to move them to another flight once they had to cancel their flight. I did wait, but by then there were no flights to move them to.

That night I spent two hours on the phone trying to move them to a flight the next day. They could not find one that would accept them. You told me to try again in the morning, and had their reservation cancelled. I tried at that time to also cancel mine, but was again advised to wait until the morning to see if there was any change.

The next day I called back at 2 am, as instructed; I continued to try to get them on another flight and couldn't. I was again advised to wait to try to get my flight refunded.

I tried again two more times at different times. Each time I had to explain the entire story again and kept being told that my flight was not cancelled and couldn't be refunded. I kept pointing out that the people I was going to pick up, and I had to go so that an adult would be accompanying them on the flight home, were not allowed to get to the destination. I had tried for literally about five hours to get them there and was not allowed to put them on any other flight. So there was no one for me to go and pick up, and in fact I could not leave them on this end because they would be two small children alone in a house in New York City with no one to feed them!

In short, through no fault of my own, this reservation was made to look like a separate reservation even though it was the same one, that I was ONLY on the flight on Monday in order to follow the rule that an adult travel with them. If this hadn't been required, their grandmother would have put them on the flight alone for me to meet them. Likewise through no fault of my own, their flight was canceled. And through no fault of my own and despite many hours of trying, no other flight was offered to them to get them to Florida so that I could pick them up.

I had to work so much and to save for so long to buy the tickets, I can't afford to let this go! I was told by someone who tried to help at Cheapo that he would work on it for me, and I have written to him perhaps a dozen times, but he keeps telling me he is still trying but clearly this is not the case.Desired Settlement: I would like a full refund of the ticket I was not able to use through no fault of my own.

Business

Response:

[redacted]

Dear [redacted]:

This is in response to the complaint we received regarding the above referenced booking number. In her complaint [redacted] is requesting a refund in the amount of $298.00 since she was not able to travel due to weather.

We would like to advise that Revdex.com that two refunds were processed one by Spirit Airline on February **, 2014, for $277.98 the second by CheapOair on March *, 2014, for $20.02 totaling $298.00.

The refunds were processed back to the original credit used when she submitted her original request. This process may take between 10 – 14 businesses days before it may reflect back to her account.

We regret any confusion or frustrations [redacted] encountered and if she has any further questions she may contact our Billing Department at ###-###-#### and one of our agents will be able to assist her.

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

Sincerely,

Review: On 6/**/2013 I was looking at flights from Tampa, FL to Key West, FL. When I went on [redacted] I saw a flight for $118. I proceed to fill out the forms to purchase the ticket, including my credit card information. Before finalizing the purchase I was directed to a "review" page where I could look over my pending purchase to see if all the details were correct such as departure date, billing info and price. When I got to this page, the price jumped from $118 to $934.90. Seeing as this was a HUGE change in price and I knew I could find the flight for a cheaper amount somewhere else, I closed the web page. I then bought a ticket to Key West on [redacted] for around $200. About a half hour later I received a confirmation email from CheapoAir saying that I had purchased their ticket for $934.90. I immediately tried calling the company to tell them there was a mistake and that they accidentally billed me for a ticket I never purchased, but their customer service would not pick up the phone. I tried calling my bank to cancel the charge and they told me there was nothing they could do until the charge went through. Two days later my bank was able to get me on the phone with one of CheapoAir's representatives. I explained the situation to them and they told me that it was too late cancel my purchase. I tried to explain that I had been repeatedly calling (I have the phone records) to cancel it, but they didn't care. They said that since I didn't show up to the flight, that it counted as a "no show" and those were not refundable. Why would I show up to a flight I did not purchase, especially while I had already booked a flight on a different airline? I filed a dispute with them and they told me it would take about a week to hear back. I never heard anything from them so I repeatedly called after a week. Finally, my bank was able to get through, only to have them tell me that my dispute was denied and they would not give me a refund due to lack of evidence and because I didn't show up to the flight. They also keep saying that I need some kind of screen shot proving the original price of the flight. They do not seem to understand that my issue is NOT that the price on the flight changed, but that I never authorized the purchase and their website billed me anyway. Its seems extremely strange to me that it is this hard to get them on the phone to figure this out. It makes no sense why I would book TWO flights to the SAME place on the SAME day and continually call them to cancel if I was lying.Desired Settlement: All I want out of this is my money back. I never purchased the flight, never took the flight and yet I owe them $934.90.

Business

Response:

Dear [redacted]:

This is in response the complaint received regarding the above booking number. In his complaint [redacted] is requesting a refund in the amount of $934.00 since he stated this was not the fare he requested.

A refund request has been submitted to our Accounts Payable Department in the amount of $934.00. The refund will either be processed back to the original credit card used when he submitted his reservation or in the form of a check. If by check it will be sent to the billing address listed in reservation:

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

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

Sincerely,

Customer Service Manager

Review: I booked online ticket on [redacted] with booking [redacted], the ticket was sent to me on Sun, Oct **, 2014 Morning at 9:01 AM. I had booked the ticket for departure Oct-**-2014 from Toronto to Delhi and Arrival back on Nov-**-2014. When I got the ticket the dates were all wrong the departure date was Oct-**-2014 and arrival date was Nov-**-2014. I called [redacted] on Sunday night and spoke with [redacted] and informed him of the situation, he was rude and did not want to listen to me. He told me that it was my fault. I then asked to speak to a [redacted] who's name was [redacted] who was again rude and said that he cannot do anything. I called again and spoke to a [redacted] named [redacted] and advised him of my situation. He again rude and said the same thing that he cannot help me. I was later sent a cancellation email and told that I will be getting my refund in 7 to 14 days. I called back again and this time spoke to a [redacted] named [redacted] and informed her that I never asked for cancellation and wanted to get my tickets as per the date that I had booked. She told me that someone will call me back on Monday Morning at 10:00 AM with a solution, when nobody called I called back again, this time another agent picked up and while I was telling him my situation he told me that he will transfer to a [redacted] and hung up. I called again and told the agent that this unethical but to no avail. I have called them number of time spoken to them for over 2 hours but they are not ready to help.Desired Settlement: I want them to get me the flight that I booked with the dates that I mentioned

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 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,

Consumer

Response:

Hello there ,

I'm satisfy with business response. Please close the complaint.

Regards

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: On May **, 2014 I booked two different round-trip flights on [redacted] (reference numbers [redacted] and [redacted]). The costs of the two bookings were $1,290.20 and $1,316.20 respectively, in US funds. I subsequently cancelled both bookings (one cancelled on May **, 2014 and the second cancelled on May **, 2014). I fully understood that it might take up to 10 business days for the reimbursement of the fares to appear on my credit card statement - no problem. I accepted that in the interim the charges of $1,290.20 and $1,316.20 would be charged to my credit card - fine. I also accepted cancellation fees of $50 for one of the bookings - fine.

On May **, 2014 I attempted to use the same credit card I used for the [redacted] bookings. My card was declined. I tried a second time, and was declined again. I always have a minimum of $6,000 of available credit on my card, so this was highly unusual. I called my credit card company (President's Choice Mastercard) immediately. President's Choice Mastercard informed me that [redacted] had put a hold of $5,464.00 on my credit card. This was approximately twice the total cost of the two bookings I had made. At no time was I informed by [redacted] that they would be holding this amount on my credit card, and at no time did I authorize this.

President's Choice Mastercard told me that the only way to resolve the situation was to have [redacted]'s billing department call them back directly. I immediately called [redacted] to request that they do this, but was told that their billing department wouldn't be open again until the following Monday, May [redacted]. They could do nothing to have the funds released at that time on May [redacted], and my credit card was therefore essentially deactivated at that point. This caused me great financial inconvenience.

I followed up with [redacted] by email twice to explain the situation and ask why they had put an unauthorized hold of $5,464.00 on my credit card. They never took responsibility for the incident or even acknowledged that it could have been possible that such a large hold was put on my credit card. I followed up with President's Choice Mastercard and they said the only way to prove the unauthorized hold had been put on my credit card was if I'd had [redacted] call them on May [redacted]. As I explained above, I tried to do this and [redacted]'s billing department wasn't open on that day. The charge of $5,464.00 never actually came through on my credit card statement, but that doesn't change the fact that [redacted] essentially hijacked my credit card for a certain period of time without authorization. If I'd been on vacation and in need of transportation or accommodation, the consequences could have been much greater.

I can see no justification why an airline booking company would *ever* put a hold on a customer's credit card above and beyong the amount the customer authorized while making a booking. I can see why a hold might be necessary in some situations - for example, with a hotel booking or a rental car booking. In those cases, the company's property is at stake and the credit card is in place to protect the company's property in case of mistreatment by the customer. But I had no access to any of [redacted]'s property and they had no right whatsoever to hold funds on my credit card above and beyond the $1,290.20 and $1,316.20 for my bookings.Desired Settlement: I emailed [redacted] several times to explain the details of the situation and ask for an explanation. I also requested that [redacted] refund the $50 cancellation fee that they charged for cancelling booking [redacted]. I figured this would have been a satisfactory gesture of good will on account of the inconvenience that was caused by their unauthorized hold on my credit card. At no point did they acknowledge that they could have been responsible for the unauthorized hold. At no point did they acknowledge my request for a refund of the $50 cancellation fee.

Thank you for your time.

Business

Response:

[redacted]

Dear [redacted]:

This

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

booking number. In her complaint [redacted]

states that she has not received her refunds.

On

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

submitted two separate reservations from Vancouver, Canada to Winnipeg,

Canada.

The next day [redacted] called our customer

service department requesting that both reservations be cancelled. When tickets are issued and voided within a

24 hour period there is only a pending authorization on her 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. She will need to check her credit card

statement or with her credit card company.

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

stage.

If

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

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

We

regret any confusion encountered by [redacted].

We

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

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

Sincerely,

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:

Cheapoair has not read my complaint carefully and has not answered my question. I will try to make the crux of my complaint clearer:

I am NOT stating that I did not receive my refunds. I am NOT questioning the timeline of the transactions on my credit card. I have no complaint about how long it took to reimburse me for my two reservations. In fact, it was faster than I anticipated, which was great.

My complaint is about the AMOUNT that was held on my credit card. At NO TIME did I authorize the amount of $5,464.00 to be held on my credit card and I was not even warned that this would happen. The amount did not actually come through on my statement, but it was still held on my card meaning I didn't have access to the credit. I authorized a maximum of $1,290.20 and $1,316.20 in US funds to be charged to my card, no more. It is completely unacceptable that Cheapoair held over twice that amount of my credit without authorization and without warning.

I would like Cheapoair to at least explain why the amount of $5,464.00 was held on my credit card. It does not matter if the hold was only temporary - the funds should not have been accessed for even 1 minute. If I had been on vacation trying to book accommodations or transportation and my credit card had been maxed out without my consent, there could have been serious consequences.

I don't know how to make my question any clearer. Thank you for your help.

**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] wants to know why a pre-authorization was placed on her account in the

amount of $5,464.00.

We understand what a pending or

pre-authorized charge is and as stated in our previous response that under

booking number [redacted] the authorization was in the amount of $1,340.20 the

second booked under booking number [redacted] was for $1,316.20 totaling

$2,656.40 which was submitted to her bank for authorization.

If [redacted] is requesting more information regarding

any other charges she will need to contact our billing department at

[redacted]. She will need to provide our

billing agent with a copy of her statement showing the charges or

authorizations in question so they may have a better understanding and be able

to research her concerns.

We

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

Sincerely,

Consumer

Response:

I appreciate [redacted]' most recent reply, but I'm afraid my complaint hasn't been resolved. In fact, this is beginning to feel like an absurd practical joke. Not meaning any disrespect to [redacted], but I can think of only three other explanations for why Cheapoair has not been able to answer my very clear and explicit questions:

1 - [redacted] is not a [redacted], but rather a bot who is programmed to reply to customer complaints with different iterations of the same generic, unsatisfactory answer.

2 - [redacted] does not have the knowledge to understand basic credit card transactions and should be given further training before she is permitted to interact with customers about their complaints.

3 - Cheapoair is well aware that they've been placing unauthorized holds on customers' credit cards (including mine) but instead of resolving the issue they're choosing to sidestep my questions in the hopes that I'll eventually give up and go away, which I won't.

?

I'm not sure which of these three options is the worst, but they're all unacceptable.

I've been asked to show evidence of an unauthorized hold on my credit card. As I've stated many times in my previous messages: pre-authorized holds do not necessarily appear on credit card statements.

Once more, for good measure: PRE-AUTHORIZED HOLDS DO NOT NECESSARILY APPEAR ON CREDIT CARD STATEMENTS. Which means the customer is not always able to prove that an unauthorized hold was placed on their credit card, as is the case here.

However, just because a pre-authorized hold doesn't appear on a statement doesn't mean that it doesn't impact a customer's finances. If a company were to place a $1,000 pre-authorized hold on a customer's card with a $1,000 credit limit, the customer would not be able to use their card at all until the company removed the hold. The card is essentially crippled until the hold 'falls off', which is what happened in my case.

If the above is still not clear, I would point the reader to the following article explaining how pre-authorized holds work and how they can adversely affect a customer's available credit:

As I explained in a previous message, the only way I would have been able to prove that an unauthorized hold had been placed on my credit card was if I'd been able to contact Cheapoair's billing department WHILE THE HOLD WAS STILL ON MY CARD. I tried to do exactly that on May [redacted] when I discovered my credit card had been crippled by Cheapoair. However, May [redacted] was a Saturday and Cheapoair's billing department is closed on weekends. Because of this, I was not able to have the unauthorized hold removed and was not able to use my credit card.

Given the pages and pages of similar complaints on the internet about Cheapoair and unauthorized credit card activity, I find it very hard to believe that Cheapoair is not aware of the problem. Here is one complaint (amongst many) from a customer who seems to have had a similar problem to mine:

I'm not asking for money. I am, however, expecting Cheaopair to take accountability for placing unauthorized holds on customers' credit cards, or "double charging" cards, even if it's only temporarily. Or at the very least, it would be appropriate for Cheapoair to investigate and see if they ARE in fact crippling customers' credit cards, even if it's inadvertently.

Also, is anybody from the Revdex.com reading these exchanges? Does anybody step in at any point to mediate? I'll try contacting a Revdex.com representative directly as well to request assistance in resolving this situation.

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,

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: In mid-November 2013, I booked two round-trip tickets (and a hotel stay) from Los Angeles (LAX) to Portland, OR (PDX) through [redacted]; the trip was from 12/**/13 to 1/*/14. Because of a misunderstanding with the flight attendant, I didn't get to use my second seat on the outbound flight (LAX to PDX) on 12/**/13, and after a lengthy investigation, United Airlines agreed to honor my refund request. After about 6 weeks, I hadn't received the check, so I called United and found out that they had sent the check to CheapOAir, since they were the middleman that took my money and sent it on to United. I chatted online with a CheapOAir customer service rep who claimed not to be able to find the refund, and he suggested I call or email their billing department. I called and left a voicemail; I also sent an email. Neither message was returned. It has been several months since I started this refund process, and I am no closer to getting my money back.Desired Settlement: I want to receive my money back in the form of a check made out in US funds. I don't want any sort of "store credit" or anything like that because I will never use their website again.

Business

Response:

Dear [redacted]:

This

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

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

Our

records indicate that a check was received from United Airlines on April **,

2014, in the amount of $179.00. Once

verified a refund was issued to [redacted]’s Visa ending in [redacted] for the

amount received from the airline (see attachment).

This

process may take between 10 – 14 business days before it may reflect back to

his account.

We

regret any confusion or frustrations [redacted] encountered and are requesting

that this compliant be closed and remove this from our file since [redacted] states that this was a misunderstanding between himself and the United Airlines

flight attendant.

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.

United Airlines sent CheapOAir my refund over a month ago. I do NOT believe CheapOAir's claim that they just coincidentally received United's check immediately after I filed my complaint with Revdex.com. But at the end of the day, I've finally received my money. That's all I expected.

Thank you for your help in resolving this matter.

Sincerely,

Review: on may * I booked 2 tickets going from jfk to tel=aviv booking number[redacted] flying at 12.00pm,I r eceived email confirmation from cheapair. on the day of the flight when we came to check in ,we were told that we were suppose to take the flight of 2.30am wich is not what the confirmation said ,therefore we had to pay 340.00$in order to get on board,even do I chowed theconfirmation e mail in the desk. when I came back to the us ,I contacted cheapair supervisor by the name andrey and he promise to take care of the matter and issued me a refund of the amount but so far is been over 2 weeks and I did not get any respond. iappriciate if you help me solve this problem.Desired Settlement: get a refund for the money I paid for no reason

Business

Response:

[redacted]

Dear [redacted]:

This is in response to

the complaint we received regarding the above referenced booking number. In his complaint [redacted] states he has

not received his refund.

We would

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

submitted to our Accounts

Payable Department in the amount of $280.00. 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

encountered by [redacted] and please understand to complete this process it

may take up to 30 days.

Sincerely,

Karen R[redacted]

Customer Service Manager

Review: I purchased two airline tickets on 3/**/15 for a 4/*/15 flight. Upon arrival at the airport I was told by the counter agent that the flight had been cancelled long before the day of the flight. As soon as I got back to the car I contacted CheapOair and demanded a refund. They explained that it can take up to 30 days. I have waited longer than 30 days so I sent an email, but have gotten no response.Desired Settlement: I want a full refund of $407.20

Business

Response:

May **, 2015

Revdex.com[redacted]

RE:

[redacted]/Case [redacted] Booking Number [redacted]

Dear [redacted]:

This

is in response to the complaint we received regarding the above reservation. In the complaint [redacted] states she has

not received her refund in the amount of $407.20, since the airline had

cancelled her flight.

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, [redacted].

The

credit may take up to 14 business days to appear on her credit card

statement.

We

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

the time and attention your office has given this matter.

Sincerely,

I have used cheapoair many times, but this is the first time I have tried to cancel a booking.

As soon as a customer service rep hears I'm calling to cancel, they say I need to be transferred to another department. I sit on hold repeatedly and no one will talk to me. Eventually the phone system drops the call.

When I called asking to speak to a supervisor I went through the exact same experience. I finally called and told the first person who answered the phone I will be reporting them to the Revdex.com and never using their service again. This is just a day or two of car rental. Imagine if this had been an expensive plane ticket? Never use these guys. There are so many other options, why use these guys.

Review: My friend purchased a fare via their site (he's moving to Australia to be with his wife and kids). He is not a US Citizen (here on a visa) and phoned them before the flight to make sure that he didn't need to obtain any additional travel documents given his current passport and other documents. He says he was told he would not have any issues. Then, on the basis of this inaccurate information, he was also advised to purchase travel insurance by the company ("just in case") that would allow him a refund if he had any issues. He was not able to board his flight because he lacked a transit visa for the country his layover is in. Cheapoair did not exercise full disclosure of the terms and agreements of the insurance policy and refuses to take responsibility for the misinformation given by their agents and would not issue a refund. Furthermore I believe Cheapoair took advantage of my friend's difficulty with English in order to sell him insurance. Customer service kept me on hold for hours and kept sending me in circles.Desired Settlement: A full cash refund as my friend was forced to purchase a ticket on another airline without a stop-over.

Business

Response:

Dear Sirs:

This is in response to the complaint received in reference to the above referenced booking number. [redacted] states that he filled the complaint on behalf of [redacted], since the passenger was denied boarding by Air Canada since he did not have proper travel documents.

This reservation was booked without the assistance of one of our Customer Service Agents in this case it is the responsibility of the persons making the reservation to make sure they read all necessary and important information.

On September *, 2013, [redacted] or someone on his behalf submitted a reservation request via our online website. Enclosed you will find a copy of what we call the “Payment Page”, it is a snapshot of what the client confirmed just before clicking “Book”. You can see that by clicking Book, he agreed that he had read and accepted CheapOair’s Terms and Conditions of purchase.

Listed under VISA AND ENTRY REQUIREMENTS [redacted] was advised the following:

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.

CheapOair will not be responsible if proper travel documents are not available and you are denied entry or transit into a Country.

[redacted] also stated that when [redacted] called our customer service department he was informed that he would not need any additional travel documents. Based on the call he asks our agent if he could provide Visa information, to which our agent replied “I do not have any information”.

On his behalf a refund request has been submitted to Air Canada’s refund department based on the information provided. The decision to refund all or part of the money he is requesting will be solely up to Air Canada.

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

Sincerely,

Customer Service Manager

Review: Ordered air fair for son to visit friends in Odessa Ukraine, then we had a flight for him to go from Odessa to Ho Chi Min city Vietnam to visit father. the problem is this the flight was taken from Ukraine to Moscow then to another airport in Moscow and only thing online is change airport. Okay no problem have 9 hours. well find out this is wrong. not only is it a serious problem,. but find out that the son also has to have a VISA to exit one airport to go to the other airport. This information was not spelled out. So now I am doing everything to prevent son from going to a jail in Russia. I spent about 2 hours attempting to get the visa, only to find out it takes 30 - 90 days for a transit visa. I have only 7 days. We had a visa for Ukraine we all thought this would be fine. Wrong again. So we call, Cheapoair, and what is it I am told, " sorry this is not our problem, you booked the flight online. you had to find out what to do. I attempted through this company to fix the problem or JUST HELP KEEP A YOUNG MAN OUT OF JAIL IN MOSCOW and nothing. We have been trying to fix this problem without any person truly caring about this problem. I wanted help to correct this find a way to prevent this boy from going to jail. and I hear " I AM SORRY, but POLICY IS YOU PURCHASED THE TICKET ONLINE, I CAN NOT HELP YOU." Not one of the customer support people really tried to help fix this problem. If I had hindsight, I would NEVER use this company, the people just do not care about anybody but themselves. If we knew that a visa was required just to change airports We would have gotten it, back in June and this would not have been a problem, but no warning about anything but a line about an "AIRPORT CHANGE" with 9 hours to get to the other airport 40 miles away, BUT CHEAPOAIR is not responsible because We ordered the ticket online through their web site, and NOT THIER PROBLEM,Desired Settlement: My step son not going to jail in MOSCOW RUSSIA, and for this company and all airline companies, and ticket booking companies, NOT sell tickets that may cause this kind of problem without a visa warning from the beginning because if we knew that another visa was required just to change airports, We would have gotten it, in June when this ticket was ordered.

Consumer

Response:

I want to get a different flight that will not get son put in jail for no visa, and no additional cost.

I want you to change the wording on the web site. so that if by chance there is a change of airport, the person will understand that there may be a visa requirement.

I want to get my step-son out of Russia quickly and safely !!!!!! so he can visit his father in Vietman.

Complete these tasks and I will be happy.

Business

Response:

Dear [redacted]:

This is in response to the complaint received in reference to the above booking number. In his complaint [redacted] is requesting that his son’s reservation be changed since he did not have the proper travel documents.

Our records indicate that [redacted] or someone on his behalf went on our website and submitted a reservation on June **, 2013. 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.

Listed under VISA AND ENTRY REQUIREMENTS he was advised the following:

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.

CheapOair will not be responsible if proper travel documents are not available and you are denied entry or transit into a Country.

[redacted] requested that the reservation be cancelled and the tickets be refunded.

We have submitted all necessary information to the Airlines Reporting Corporation (ARC) in order to obtain the refund he requested. The refund was submitted today to ARC who in turn sent it to the appropriate airline for final approval. At this point there is nothing further CheapOair can do to expedite this refund. Once submitted to the airline, they have up to 60 days to comply and the refund will be processed back to the original form of payment used when the reservation was submitted.

[redacted] was contacted by one of our customer service agents to see if he needed assistance in booking a new reservation for his son. He advised our agent that he elected to purchase a new ticket elsewhere.

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

Sincerely,

Customer Service Manager

Review: Dear Sir/Madam,

I am a resident of Dubai, UAE. And I booked a ticket on [redacted] with a booking ref:[redacted] Wednesday [redacted] of September. 2 full working days they promised me to confirm the ticket after verification process and everything and they also had claimed on their website that before verification the change in the fare must be paid by the consumer. However, they called me and the call would always be disconnected by them and they would never give me a call back. And would call at odd times due to the time difference. I tried to call them too but as for them being in USA it would cost me alot so I only called them once or twice maximum. However they sent me and E-mail on [redacted] of September that the verification has been completed. (Here is the first unethical practice; they never verified the details from me on the phone and they completed the process of verification, what if I had stolen someone's card? where is the fraudulent protection?). And after 6hours they sent me another E-Mail stating 'the price has increased and you will have to pay the difference' I dont mind paying 30USD. But if it happens to 100 customers daily, they are making and unethical amount of 3000USD everyday, and as the customer are in a rush they wouldnt mind paying the difference as the policy is that once the verification has been done if you cancel you will have to pay the cancellation charges, so this binds the customer and then the customers have to pay the additional charges. I have all the proofs to lay in front of you. I had to go to meet my family on EID and the immense mental stress they put me in due to this matter can not be given a monetary value if it would, I would sue them for a million so they get to learn a good lesson.Desired Settlement: All I want is if they are going to charge me extra then they must return me as the fault was on their part and any monetary value you can give to the stress I went through. Also if they are operating worldwide they must have call centres region wise for the convenience of the customers. As I mentioned no alot of customers would even complaint about the service especially the ones residing outside US and Canada. And no one has spare time these days to claim for the small amounts, but to them (i.e [redacted]) if we calculate the cases, they are making unethical money out of this.

Business

Response:

[redacted]

Dear [redacted]:

This is in response to the complaint we received regarding the above referenced booking number. In his complaint [redacted] states that he tried to purchase a one way ticket on September [redacted] from Pakistan to Dubai and due to the credit card verification process time, the fare he booked went up and he was not able to buy ticket, also that he couldn’t cancel ticket because we were going to charge a penalty.

We will like to inform to the Revdex.com that we advised the customer that his credit card was going through verification via email several times (Please see attached email history of this notice), this is to prevent credit card fraud that [redacted] inquired about in his complaint. Our agents tried to contact him several times in Dubai at the number provided but had trouble contacting him. We finally sent an e-mail advising we were trying to complete the credit card verification and to please contact us. On September * when verification was cleared on our end, a conference call was made with the bank and the credit card holder in order to complete verification but apparently the customer disconnected the call. We tried calling the customer back several times on the same day but the calls were never answered.

On September [redacted], after we full verification was complete, we tried to issue the tickets, it is true that by then the airfare had gone up by $30.00 as airfares are subject to change prior to ticketing. We informed this to the customer via email. In this email we advised the customer that he has the option to cancel reservation without a fee if he wanted to (please see attached). Based on what took place, it was decided that to maintain good customer service we advised [redacted] we were going to absorb the amount of $30.00 and honor the fare he booked. When we went to issue this ticket his credit card was declined. We tried issuing the tickets several times, but each time the card was declined for the original fare. On September [redacted] the customer requested us to cancel the booking and we complied.

We always inform our customers that airfares are not guaranteed until the tickets are issued, as this is an airline rule, not a [redacted] policy. However, we were willing to honor the original fare, in fact we are STILL willing to honor the original fare, but we cannot do so if we don’t have a credit card that is capable of being charged. With that said, the original flights were booked to travel on October **, 2014, we would be willing to honor the original fare until September **, 2014 (if the seats are still available), after that date we can no longer make this offer, as an advance purchase is required by the airline.

We hope this clarifies the situation and answers all of the questions the client and the Revdex.com may have. If not, please do not hesitate to call or e-mail me at your earliest convenience.

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

Sincerely,

Review: Purchased two airline tickets from [redacted] on January [redacted], 2014 to fly from Dickinson, ND to Las Vegas on Frontier Airlines for $763.00.

Dates of the trip were from Ma[redacted], 2014

On May [redacted] (the day before our trip) I found out that Frontier Airlines does not fly into/out of Dickinson, ND and I needed to rebook on United Airlines which cost a total of $2,168.00.

Frontier Airlines has agreed to refund the cost of the flight original flight ($727) but [redacted] refused to cover the expense of the last minute flight changes for the difference of $1405.00

[redacted] send us an email the day prior to the scheduled trip confirming our original itinerary of flying on Frontier....[redacted] stated they sent us a email in March that Frontier

no longer flies in/out of Dickinson so the error was OUR FAULT for not responding to the email in March.Desired Settlement: Refund the difference in the last minute expensive with this trip of $1405

Business

Response:

[redacted]

Dear [redacted]:

This

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

booking number. In her complaint [redacted] advised that she has not received her refund for the ticket she purchased

on Frontier Airlines since they no longer operate out of Dickinson, North

Dakota.

Also

in the complaint [redacted] is also requesting that we pay the difference of

the ticket being refunded and what she was required to pay for a replacement

ticket.

We

would like to advise the Revdex.com 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 appropriate

airline for final approval. At this

point there is nothing further [redacted] can do to expedite this refund. Once submitted to the airline, they have up

to 60 days to comply and the refund will be processed back to the original form

of payment used when the reservation was submitted.

I have enclosed (see attachment) the emails that were sent to [redacted] advising that the airline had made a major change to her reservation

and to please contact our schedule change department.

We

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

compensation will be offered.

We

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

and not counted against us, since there was no error on our part since [redacted] was advised in March 2014, to contact our schedule change department

regarding changes made by the airline.

Sincerely,

[redacted]

Consumer

Response:

[redacted]

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 did not receive notice of a change in flight arrangements from [redacted]. In fact, I received confirmation of the original itinerary the day prior to the scheduled flight. I will be forwarding this email confirmation to you in another email as I can not forward the email with this response.

Additionally frustrating; [redacted] rebooked us on United Airlines to fly out of Dickinson on May ** and return on May [redacted] (as per original itinerary) AND charged us an additional booking fee of $220. ($974 per United Airlines ticket + $220 [redacted] fee). The original Frontier ticket cost of was $363.50 for a total of $727 ticket fees plus a $36 booking fee from [redacted]. Frontier Airlines has refunded the cost of the original flight, but we are still out the costs associated with rebooking this trip ($1405.00)

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 this rebuttal [redacted] is again trying to get compensation for the difference for the ticket

she elected to purchase and what was refunded by Frontier Airlines since the

airline departing from Dickinson, North Dakota to Denver, Colorado elected to

discontinue their service.

Review: I've been attempting to contact both China Airlines and CheapoAir aka Fareportal Inc. This matter is concerning Booking Number # [redacted] Ticket Number # [redacted] E-Ticket for Long, [redacted] (Adult) Air China Limited Flight 1309. [redacted] was unable to attend her flight due to a medical injury. Per request, medical documentation had been provided several times and many attempts to follow up on this matter were not being taken serious. This matter is exceeding 90 days.

[redacted] Customer Service Plus Waivers (CheapoAir) has stated that "The request for refund has been sent to the airline and is pending their (China Airlines) response" However, upon calling China Airlines US I was informed that CheapoAir has yet to contact China Airline to request the waiver code and that China Airlines was not allowed to contact CheapoAir to speak with them regarding this manor. In part I feel as if I'm dealing with two five year old children saying one did and one didn't.

They owe me $560USD and I've been trying to refund this now for months of aggravating phone calls and emails that go without reply.

[redacted]'s Contact info:

Customer Service Plus Waivers [redacted] Phone: ###-###-####Desired Settlement: Due to the negligence and pure lack of respect of customer needs I would like to not only be refunded but credited with some sort of compensation package as I've now vested many hours into doing there jobs for them. Maybe I should bill them at my consulting rate of $300.00 an hour. Seems like a pretty fair deal to me for wasting my time.

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 in the amount of $1,153.22 for a ticket he

purchased via our online website for a [redacted] since she could not travel due

to a medical issue.

[redacted] was advised 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 appropriate airline for final approval for $953.22 (less

$200.00 airline penalty). At this point there is nothing further

CheapOair can do to expedite this refund.

Once submitted to the airline, they have up to 60 days to comply and the

refund will be processed back to the original form of payment used when the

reservation was submitted.

Also, he was advised that as a gesture of goodwill a refund

request has been submitted to our Accounts Payable Department in the amount of

$200.00 to cover the airlines’ penalty. The refund will either be processed

back to the original credit card used or in the form of a check. If by check it will be sent to:

We

regret any confusion or frustrations [redacted] encountered and please

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

We

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

and not counted against us since there was no error on our part and [redacted] is being refund for the cost of the ticket he purchased

Sincerely,

[redacted]

Consumer

Response:

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

Sincerely,

Review: I booked a trip to Florida through CheapoAir.com with Trip Insurance that includes CANCELLATION insurance!

Unfortunately our trip availability changed and I had to cancel the trip. CheapoAir and I agreed to charge my card a cancellation fee of $68 per person, and apply a future trip credit on my account through [redacted].

I decided to rebook the flight today to another city, while using my credit on the account (for different days). The price that cheapoair offered was double the fare price that I was able to find online, even through [redacted] directly. I have refused this as a charge, and have demanded my money back, or be offered the online booking price as seen on both the CheapoAir site, or [redacted] site. (Online price $685.22, where price offered through CheapoAir Customer Service was over $1,200!!)Desired Settlement: Flight price offered will be required to match the online price from [redacted] since my credit resides with them . I will pay the required rebooking fee - that's not the issue. But I will refuse to pay double the price of the amount that is offered to everyone else on the planet.

Should CheapoAir not want to honour the prices, I will require my credit to be released to [redacted] under my name, and have no affiliation with CheapoAir or my old flight booking so I can use my credit through [redacted] as I see fit.

Currently my credit is "locked under unacceptable terms" - and I need that resolved.

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

that he be allowed to change his reservation and utilize his credit.

Prior to submitting the

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

Conditions. Listed in our Terms and

Conditions “Most airline tickets are 100%

non-refundable and non-transferable. If

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

made to the itinerary are restricted and subject to airline

penalties and any fare difference.

Prior to

cancelling his reservation he was advised the following:

Dear [redacted]

Thank you for choosing

CheapOair.ca

As per our conversation

and as agreed, we have cancelled your Booking Number [redacted] with a $68.00

USD cancellation fee, for passengers

Name :[redacted]Name :[redacted]

You will now have a credit, in the amount of $1071.16

USD, with [redacted] Airline Airlines.

This credit will be valid for one year from the

original date of issue 02/**/2016 all travel must be completed on, or before, 02/**/2017 and is only valid for travel on [redacted].

All changes are subject to availability and

airline fare rules. At the time of rebooking you agree to pay an airline

penalty of $200.00 USD per

person plus fare difference if any. This credit is NON

TRANSFERABLE and NON

REFUNDABLE , it may only be used by the

person(s) named on the original ticket, regardless of the name on the credit

card that purchased the ticket(s).

Please be advised that the credit can only be

rebooked through our Customer Service team. You can contact us [redacted] toll free

at [redacted] or [redacted] (if you are calling from outside the U.S.) for

further assistance.

Thank you,

Web Site Name

Customer Service

In this case

since the credit value is higher than the new cost so the difference is

non-refundable. The $C400.00 airline

re-booking fee is a separate fee and cannot be subtracted from the difference.

We regret any confusion encountered by [redacted] and he may

contact [redacted] regarding his credit since we are not authorized to

waive or ignore any airline’s policies.

We appreciate the time

and attention your office has given to this matter.

Sincerely,

Karen R[redacted]

Customer Service Manager

Consumer

Response:

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

The statement given by "cheapoair" as the following: [redacted]

is an outright lie. I was able to rebook via [redacted] directly, and be issued a refund on the far difference by [redacted]. The ploy taht CheapOAir is offering by forcing customers to rebook through them is for them to collect fees that are associated to their own practices and NOT by the airlines.I am awaiting my cancellation fee refund, and Travel Insurance Refund.

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:

Awaiting cancellation fee reversal and travel insurance reversal.

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 rebuttal he is requesting a refund for

our service fees of $C136.00 and travel insurance of $C77.00 he requested.

Please see the

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, [redacted] Manhattan.The credit may take up

to 14 business days to appear on his credit card statement. Any refund for the

travel insurance [redacted] is requesting he will need to contact [redacted] who is a third party vendor and have their own refund policy.We appreciate the time

and attention your office has given to this matter. Sincerely,Karen R[redacted]Customer Service Manager

Review: On Wednesday March **, 2014 I bought two tickets for my child and I from CheapOAir costing a total of $3663.85 the booking reference number is [redacted]. I was supposed to fly on May *, 2014 at 3:30pm from Edmonton (YEG) to Mogadishu (MGQ) but I missed the flight due to a little mistake where the names of the tickets and the passports were swapped, the first and last names were switched. The mistake could have been corrected in a matter of seconds as the Air Canada associates informed me and I quote “This mistake can only be corrected by the travel agency who issued the tickets because it involves different airlines Air Canada and Turkish Airlines, if it’s only Air Canada we can correct it”.

I arrived at the airport three hours ahead of the flight, as soon as I was aware of the switched names I contacted CheapOAir after a one hour hold I was told by CheapOAir that nothing could be done. I have been calling for the last three days for them to do something like reissue the tickets with the corrected names or refund the money, and they refused to do anything.Desired Settlement: refund the money or reissue the tickets

Business

Response:

[redacted]

Dear [redacted]:

This

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

booking number. In her complaint she is

requesting a refund for a non-refundable ticket she purchased via our online

website since she inputted her name incorrectly.

On

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

a round trip reservation from Edmonton, Canada to Mogadishu, Somalia. 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 was also advised “Please

confirm that the dates, times of flight departures and names of travelers are

accurate, tickets are non-transferable and non-assignable, name changes on tickets are

not permitted, ticket cost and service fees are non-refundable, all govt.

and our service fees and taxes are included in the total ticket cost, however, tickets

are refundable within twenty-four (24)

hours of the time of purchase. Date and routing changes will be subject to

airline penalties and our service fees.”

In her complaint she states had we switched her first and last

name and this could have been corrected in a matter of seconds. Since 9/11 more travel restrictions have been

implemented and one of which is that the name on the ticket must match the name

as it appears on the passport.

Since

at no time did [redacted] advise there was problem we would like to advise that

a refund request has been submitted to Turkish Airlines’ refund department for

consideration on her behalf. Since we

are a travel agency and 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 and will be refunded back to the credit card used to

purchase the original tickets.

I

also informed her that this is not a simple process. The airline can take up to 3 months to

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

her refund request.

We

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

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

above information.

Sincerely,

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:

On March **, 2014 after the tickets were purchased by me I got a confirmation call that confirmed the credit card number and the names which were correct at the time of the call. I was only aware of the switched names when I got to the airport on the date of departure May *, 2014. I have contacted CheapOair they said we can not do any thing you talk to Turkish airlines and I talked to Turkish Airlines and after calling them multiple times I still get the same response which is to contact CheapOair for a refund or a reissued ticket.

When I talk to CheapOair they tell me to talk to the airlines but when I talk to the airlines I am told to talk to the travel agency (CheapOair) that issued the tickets.

this is the fault of Cheapo air 100%

1- when I realised the switched names Air canada told me and I " this mistake could only be fixed by the travel agency who

you purchased the ticket because it involved different airlines if it is only Air canada we can fixed now"

2- Turkish Airlines said the same as I attached the answer of turkish airlines representative to the previews email that I sent you

all the 2 airlines said the same answer, are the airlines wrong and the travel agency is right? ( air canada and turkish airlines). Cheapo air mentioned after 911 no names could be changed I don't understand did they mean you always use the wrong name or switched names this is a ticket that I purchased from them (cheapoair) not a government issued documents like passport etc

after I miss my flight I called many times all their answers was give us 24 to 48 hours we will call you back and they never called me back even a single time

Cheapo air can fix this mistake but they do not want to do it for some reason that I do not know .

Thank you very much

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

Sincerely,

Business

Response:

[redacted]

Dear Sirs:

This

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

booking number. In her complaint she is

requesting a refund for a non-refundable ticket she purchased via our online

website since she input her name incorrectly.

On

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

submitted a round trip reservation from Edmonton, Canada to Mogadishu,

Somalia. 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 was also advised “Please confirm that

the dates, times of flight departures and names of travelers are accurate,

tickets are non-transferable and non-assignable, name changes on tickets are

not permitted, ticket cost and service fees are non-refundable, all govt. and

our service fees and taxes are included in the total ticket cost, however, tickets

are refundable within twenty-four (24) hours of the time of purchase. Date and

routing changes will be subject to airline penalties and our service fees.”

In her complaint she states had we switched the names. Please

understand that there is no way for our system to change any information. The reservation is confirmed and tickets are

issued only after the required information is entered by the client. In this case she put her first, middle, and

last name in the wrong order. At no time did we switch the names.

Also as advised, that since 9/11 more travel restrictions have

been implemented and one of which is that the name on the ticket must match the

name as it appears on the passport. I

have enclosed a copy of the ticket that was issued by Turkish Airline for [redacted] and as you can see the ticket was issued under the name she provided.

We

advised that a refund request has been submitted to Turkish Airlines’ refund

department for consideration on her behalf.

Since we are a travel agency and 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 and will be refunded back

to the credit card used to purchase the original tickets.

We

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

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

above information.

Sincerely,

Review: I booked a flight for 2 tickets to the Bahamas in 10/**-the flight in 2/** was cancelled by Cheapoair due to inclement weather-they never refunded my tickets -2- until I called 2 [redacted]s after waiting on hold for several hours during the course of three days-they only refunded me 600$ according to my bank in 4/**-the refund for 2 tickets should have been 1069.60$-I also took out the insurance to boot-again extensive wait times to get my correct refund-no call back as promised by a [redacted] and no response to my online request-ready to take them to small claims court! I had to rebook that flight on a different site for almost double! I need that 469.60$ owed to me as I am a single mother of three boys-was traveling not just for pleasure but to keep current on my CME credits at a conference offered for my nursing position-=this is unnacceptable!!!Desired Settlement: I want a full refund on my 2 tickets that were cancelled by cheapo air-they owe me 469.60$

Business

Response:

[redacted]

Dear [redacted]:

This

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

booking number. In her complaint [redacted]

states that she has not received her full refund.

When

[redacted] submitted her original reservation she was advised that her credit

card company would not authorize the total charges on this reservation and she

requested that the charges be split between two MasterCard’s.

We

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

processed back to her MasterCard ending in [redacted] (see attachment).

We

regret any confusion of frustration [redacted] encountered and all monies have

been refunded and if she has any further questions she may contact our Billing

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

We

also 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 the refunds were processed back to the credit

cards used when [redacted] submitted her reservation.

Sincerely,