December**, Revdex.com [redacted] ** [redacted] RE: [redacted] /Case [redacted] Booking number [redacted] Dear [redacted] ***: This is in response to the rebuttal we received regarding the above referenced booking number In her original complaint [redacted] wants to utilize her credit or receive a full refund At no time was [redacted] advised that the credit would be applied towards several reservations As per her conversation with [redacted] and the email she sent informing [redacted] that she has $in credit with our company to use toward any flight offered on our websiteNo penalties will be paid at the time of booking since it has already been deducted from the figure shownShe will be responsible for any amount over the credit amountNo refund will be offered if the amount of the new reservation is less Travel must be completed by November**, When [redacted] is ready to book a new reservation she needs to contact [redacted] at the phone number that was provided At no time did she inform [redacted] that the offer was unacceptable We regret any confusion or frustration [redacted] encountered, but our offer stands as is We appreciate the time and attention your office has given this matter Sincerely, [redacted]
[redacted] [redacted] ** [redacted] [redacted] [redacted] Dear [redacted] : This is in response to the rebuttal we received regarding the above referenced booking number In her rebuttal [redacted] is requesting a full refund for the above 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 $ 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 she been advised that this process may take up to days We appreciate the time and attention your office has given to this matter Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because The information provided on [redacted] 's website states," Even the best-planned travel can be impacted by unforeseen sickness, or medical emergency, delayed flights, passport theft or baggage delaysTroubles can occur when you least anticipate them forcing you to cancel or interrupt your trip, lose your ticket investment, and incur unplanned expensesBy purchasing a travel protection plan, you are protecting your trip investment against the unknown and will find the peace of mind your trip deserves"( [redacted] Any consumer would understand purchased insurance that claims to cover flight costs that states "troubles can occur when you least anticipate them forcing you to cancel...etc" means, the consumer is protected in the instance of cancellation for any reason if they will cover simple baggage delays.However, the bait and switch occurs in the fine print of the insurance carrier's disclaimer which states, "Trip Cancellation and Interruption Covered ReasonsCoverage is provided for the following unforeseeable events or theirconsequences which occur while coverage is in effect under thisPolicy if there is a change in plans by you, a Family Member travelingwith you, or Traveling Companion:Sickness, Injury or death of you or your Traveling Companionand/or you or your Traveling Companion’s Family Member orBusiness PartnerThe Sickness must commence while coverageis in effect, require the examination of a Physician, in person, atthe time of Trip Cancellation or Trip Interruption and, in the writtenopinion of the treating Physician, be so disabling as to preventyou from taking or continuing your Covered Triparrangements cancelled by an airline, cruise line, motor coachcompany, or tour operator, resulting from organized labor strikesthat affect public transportation;being directly involved in a documented traffic accident while enroute to departure;being hijacked, quarantined, required to serve on a jury, orrequired by a court order to appear as a witness in a legalaction, provided you, Family Member traveling with you or aTraveling Companion is not 1) a party to the legal action, or 2)appearing as a law enforcement officer;your Home made uninhabitable by fire, flood, volcano,earthquake, hurricane or other natural disaster;being called into active military service to provide aid or relief inthe event of a natural disaster;a documented theft of passports or visas; ora Terrorist Act which occurs in your departure city or in a citywhich is a scheduled destination for your Covered Trip providedthe Terrorist Act occurs within days of the ScheduledDeparture Date for your Covered Trip[redacted] The advertisement for insurance was not only misleading, it is completely contradictoryAs a consumer, purchasing travel insurance means I would be protectedI demand resolution and a full refund of I am prepared to seek legal action and/or a class action lawsuit under protection of the Federal Trade Commission and the Aviation Consumer Protection Division is this situation is not rectified in a timely fashionIt is evident in my research that [redacted] and its subsidiaries have MANY complaints similar if not identical to mineI appreciate the work of the Revdex.com and those of you who stand up for consumers like me In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [redacted] is a travel agency, it has the ultimate responsibility to make sure our flight was properly booked and passengers are manifested [redacted] also has the responsibility to refund us the fare we paid to Air Berlin and not blame other airlinesNow they are passing the blame and based on the latest response from [redacted] it seems that they are doing me a favorOn our way back from Vienna airport the agent has mentioned that they have several problems with [redacted] booked flightsWe also bought travel insurance from [redacted] ***, our claim was rejectedThe reason was because passengers were not manifested, and goes back to [redacted] fault Beware: Out of states clients cannot take company like [redacted] to court if this company does not have a physical place of business where the client residesOne recourse is to take this company to superior court where you need a lawyer to represent you, this is the advice from our lawyer In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
[redacted] [redacted] ** [redacted] [redacted] [redacted] Dear [redacted] ***: This is in response to the complaint we received regarding the above reservation In her complaint [redacted] is requesting that she be allowed to change her reservation at no cost since she purchased insurance Prior to submitting her reservation [redacted] stated that she had read and understood our Terms and Conditions Listed in our Terms and Condition “All airline tickets are 100% non-refundable and non-transferableIf you wish to exchange the tickets for new dates or routing any and all changes made to the itinerary are restricted and subject to the airlines fare rules Listed under what reasons can I cancel or interrupt my trip “You can cancel or interrupt your trip for covered reasons onlyExamples of covered reasons for trip cancellation/interruption include illness, injury or death of you, a family member or traveling companion; supplier cancellations due to a strike; traffic accident en route to departure; a documented theft of passports or visas; a Terrorist Act; and your home made uninhabitable by fire, flood, hurricane or natural disaster” On October ***, when [redacted] called our customer service department requesting that she be allowed to change her is reservation She was advised that in order to change her reservation she would be subject to the airline change penalty and any fare difference In the travel industry this is called a voluntary change, which is not covered under the in the Travel Protection Insurance she purchased We regret any confusion or frustrations [redacted] experienced but any changes to her reservation will be subject to all airline rules and restrictions since we are not allowed to waive or ignore any airline policy We appreciate the time and attention your office has given this matter Sincerely, [redacted]
[redacted] [redacted] ** [redacted] [redacted] [redacted] Dear [redacted] : This is in response to the complaint we received regarding the above referenced booking number In her complaint [redacted] is requesting a refund for a ticket she purchased via our online website and for changes she made to her reservation totaling $ On August **, 2014, we were advised by [redacted] ***’ credit card company that she has filed a dispute No refund will be offered until her credit card company completes their investigation We cannot refund at this point, because if her credit card company rules in her favor and we refund the amount, we will then have to obtain [redacted] ‘permission to charge her card again to cover the amount of the double refund Please understand that we are not investigating her claim, the process is being handled by her credit card company and that are the ones who will determine the outcome We appreciate the time and attention your office has given to this matter Sincerely, [redacted]
December*, 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 referenced booking number In her complaint [redacted] wants to utilize her credit or receive a full refund We would like to advise the Revdex.com that [redacted] has been in contacted by [redacted] regarding her concerns [redacted] was informed that she has $in credit with our company to use toward any flight offered on our websiteNo penalties will be paid at the time of booking since it has already been deducted from the figure shownShe will be responsible for any amount over the credit amountNo refund will be offered if the amount of the new reservation is less Travel must be completed by November**, When [redacted] is ready to book a new reservation she needs to contact [redacted] at the phone number that was provided 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 based on the above information Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved We thank you for your help without which we are both sure this issue would not have been sorted Sincerely, [redacted]
April **, Revdex.com [redacted] ** [redacted] RE: [redacted] /Rebuttal Case [redacted] Booking Number [redacted] Dear [redacted] : This is in response to the rebuttal we received regarding the above referenced booking number In his complaint [redacted] is requesting a refund for tickets he purchased for his son The call where [redacted] states he spoke to one of our agents requesting escort information prior to submitting his reservation via our online website could not be located When calling our number clients are advised “To ensure highest Quality of Customer Service, this call may be monitored or recorded for quality assurance and training purposes” at no time do we advised all calls are recorded Regarding changes to reservations our policy states that free cancellation are permitted if requested four (4) hours from the time of purchase Tickets may be cancelled within hours from the time of purchase for a small fee otherwise date and routing changes are subject to airline penalties and fare difference On April [redacted] changes were made by the agent and an updated email was sent to the email address provided when the reservation was submitted which was opened by [redacted] on April *** Also on April [redacted] when the original ticket was exchanged for the new flights confirmed another email confirmation was sent which was opened by [redacted] on April *** Before the reservation was booked when [redacted] entered his son’s age he was advised “Are you booking flights for an unaccompanied minor? Certain airlines have restrictions on children less than years of age traveling alone without an adultIf you have any questions please call us at ###-###-####” This information was also provided with our original response (see attachment) Based on the information received from [redacted] (see attachment) a refund was processed by them back to his Visa ending in *** We regret any confusion encountered by [redacted] but no further refund will be offered since our records indicate that his son did utilize his original ticket and he has already been refunded for the one way ticket he purchased We appreciate the time and attention your office has given to this matter Sincerely, [redacted]
Dear Sir or Madam I do understand their response, but my basis of refund request is that the original Sales person LIED to meSales person assured me that if I purchased the insurance I would be protected This is recordedPlease have someone listen to the recordingI would never purchase the ticket if she told me the TRUTH [redacted] representative LIED to meThat is not good business Then, during my inquiries [redacted] LIED to me as well [redacted] said, first, she can give me $refundThen, she said but if you give me time I can listen to recordingI said okay Later I found from [redacted] and [redacted] that [redacted] never listen to the tape, and her offer of $refund disappeared I still demand full refund because of their LIES Revdex.com: please convey my message that I was mislead into this Respectfully Ben Tosuner ###-###-#### Fares are not guaranteed until ticketed Most fares and taxes are non-refundable and service fee is non-refundable, the tickets are non-transferable and name changes on the tickets are not permitted All government taxes and [redacted] ’s service fees are included in the total amount charged Free cancellations are permitted, if requested within four (4) hours from the time of purchase Tickets may be cancelled within hours from the time of purchase for a small fee Date and routing changes will be subject to the airlines penalties, fare difference and our service fees 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] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: It is not as you say [redacted] indicated that this is a Lufthansa flightIn fact it turned out to be serviced through UnitedThis is at a different terminalMy daughter went to Lufthansa and simply couldn't figure out where right place is to go to for her flight As far as the meal, while it is true that it isn't the responsibility of [redacted] ***, they are however required to at least make the request to the airlineIf they tell the client that they have requested it and they then neglect to do so, they are responsible for this[Your Answer Here] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
[redacted] [redacted] ** [redacted] [redacted] [redacted] Dear [redacted] : This is in response to the complaint we received regarding the above referenced case number regarding changes made to his reservation In the complaint [redacted] did not provide his booking number and we were not able to locate the booking by the e-mail address listed in the complaint If you could please ask him to provide us with his booking number, I’ll be able to pull up the reservation and hopefully bring this to a positive resolution When the reservation was booked [redacted] would have received a booking number beginning with the number “2” Until we receive this information, we are unable to assist in resolving this complaint We appreciate the time and attention your office has given to this matterI hope to hear back from you soon with the information so that we may begin investigating this case right away Sincerely, [redacted]
[redacted] [redacted] ** [redacted] [redacted] [redacted] Dear [redacted] : This is in response to the rebuttal we received regarding the above referenced booking number In his request [redacted] is stating that he has not received his refund As stated in my rebuttal we have submitted all the necessary information to the [redacted] (***) 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 $The request was submitted on October **, We also advised that it may take the airline up to 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 *** We regret any confusion or frustrations he encountered but please understand we are not the ones processing his refund we can only advise how long it may take [redacted] Gol Airline to complete their refund process Sincerely, [redacted]
[redacted] [redacted] ** [redacted] [redacted] [redacted] Dear [redacted] : This is in response to the complaint we received regarding the above referenced booking number In his complaint [redacted] is requesting a refund for a ticket he purchased for his nephew On October **, 2014, [redacted] called our customer service department and made a round trip reservation from Istanbul, Turkey to Phoenix, Arizonian The reservation was confirmed, tickets were issued and financial confirmation was sent to the email provided [redacted] is requesting that we listen to the call since he stated that he was advised if he purchased the insurance and his nephew did not receive his visa all he had to do is file a claim with the insurance and he would receive a full refund Please understand that not all calls are recorded I have enclosed a copy of the confirmation email sent to [redacted] stated he had read and accepted our Terms and Conditions: Fares are not guaranteed until ticketed.Most fares and taxes are non-refundable and service fee is non-refundable, the tickets are non-transferable and name changes on the tickets are not permitted.All government taxes and [redacted] ’s service fees are included in the total amount charged.Free cancellations are permitted, if requested within four (4) hours from the time of purchase.Tickets may be cancelled within hours from the time of purchase for a small fee.Date and routing changes will be subject to the airlines penalties, fare difference and our service fees Also listed on his confirmation “All customers are advised to verify travel documents (transit visa/entry visa) for the country through which they are transiting and/or enteringReliable 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 We would like to advise the Better Business Bureau that on his behalf the information he provided has been submitted to Air France refund department for consideration The decision to refund all or part of the money [redacted] is seeking will be solely up to the individual airline based on the information provided This process may take the airline up to days to complete their research We appreciate the time and attention your office has given this matter Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I still have not received a refund [redacted] claimed previously that they were not liable as this was a schedule changeWhen 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, [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 emails to the address THEY provided advising them that the itinerary change they sent through was not suitable for us 2) Failed to respond to phone calls advising the same 3) Claimed the airlines was within it`s rights to move our flight to BEFORE we landed in Cuiaba 4) Claimed that they weren't liable as this was a schedule change 5) Ignored the evidence provided PROVING that this was not a schedule change 6) Blamed everyone but themselves for not providing the service THEY sold In what world is it OK for a business to take money for a service, not provide the service & then claim that THEY aren't responsible because they had arranged for SOMEONE ELSE to provide the service? This is absurd There is an easy way for [redacted] to resolve this - return my money & sort out their internal business issues between the two parties that agreed to sell a service & share the money from it - Gol & [redacted] , In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
[redacted] [redacted] ** [redacted] [redacted] [redacted] Dear [redacted] : This is in response to the complaint we received regarding the above referenced booking number In her complaint [redacted] *** is requesting compensation due to an airline schedule change We would like to advise the Revdex.com that a refund request has been submitted to our Accounts Payable Department in the amount of $1, 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 she been advised that this process may take up to days We appreciate the time and attention your office has given to this matter Sincerely, [redacted] [redacted]
December **, Better Business Bureau [redacted] ** [redacted] RE: [redacted] /Case [redacted] Booking Number [redacted] and [redacted] Dear [redacted] ***: This is in response to the complaint we received regarding the above referenced booking number In his complaint [redacted] states he has not received his refund We would like to advise the Revdex.com that we have submitted all necessary information (booking number [redacted] ) to the [redacted] (***) who handles airline ticket distribution who in turn sent it to [redacted] in order to obtain the refund he requested in the amount of $2, The request was submitted on December *, 2014, and the airline has up to days to comply and the refund will be processed back to the original form of payment used when the reservation was submitted Please see the attached screenshot of our Refund Page booking (booking number [redacted] ), showing the amount requested for the refund, the date of the request and the Processor Approval Code showing the dollar amount to be removed from our bank, [redacted] : The credit may take up to business days to appear on his credit card statement If this refund does not appear in the time advised he may want to check with his bank as to the delay We regret any confusion or frustration [redacted] encountered and appreciate the time and attention your office has given to this matter Sincerely, [redacted]
[redacted] [redacted] ** [redacted] [redacted] [redacted] 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 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 business days In very rare cases, a request can come back denied by the airline At this point we send the client an e-mail making the client aware that the fare could not be confirmed by the airline Also listed in our Terms and Condition we advise all offers, prices, and conditions of sale may be subject to change without notice; advance purchase, eligibility, seating, or other limitations; travel days, dates, minimum or maximum stays, holidays, seasons, blackout dates, stopovers, and/or wait listing restrictions; reservation validation of up to one year (if any extension permitted, penalties/restrictions may apply); Other conditions/restrictions; and availability New flight options were offered but declined by [redacted] *** We regret any confusion encountered by [redacted] and appreciate the time and attention your office has given this matter Sincerely, [redacted]
[redacted] [redacted] ** [redacted] [redacted] [redacted] Dear [redacted] : This is in response to the complaint we received regarding the above referenced booking number In her complaint [redacted] is request that she be refund the airlines change fee she was charged since the passenger was denied boarding for not checking in for her flight in the proper time allotted by the airline Please understand [redacted] does not set any airline’s airport regulations [redacted] was advised in our Terms and Conditions: International Flights: Re-confirm flight schedules, departure times, seats, and any special requests hours prior to departure in all directions Recommended chetime is at least hours prior to departure time Special note: The airline reserves the right to deny boarding to passengers that do not cheor arrive at the departure gate in adequate timePlease check with the airline for timesAlso, certain cities vary for chetimes as wellShould the airline deny boarding, in such a case, no compensation will be awarded either by the airline or [redacted] .“Please note that your seats, meals, frequent flyer and other special requests are on request only and that the airline reserves the right to apply any revisions to the requested seat allocation without notificationAll requests should be verified with the airlineWe do not guarantee you will be assigned the seat you have requestedWe also do not guarantee that your meal, frequent flyer and other special requests will be confirmed by the airlineIt is therefore recommended you contact your airline directly to confirm these requestsClick here to view the list of airlines and phone numbers” We regret any confusion or frustrations [redacted] encountered but no refund will be offered since the money she is requesting was paid directly to Royal Jordanian in order for them to change her reservation We appreciate the time and attention your office has given to this matter Sincerely, [redacted]
[redacted] [redacted] ** [redacted] [redacted] [redacted] Dear [redacted] : This is in response to the rebuttal we received regarding the above referenced booking number In his complaint [redacted] is requesting compensation due to incorrect information given by a Lufthansa Airlines’ representative As states in our original letter the reason [redacted] missed her departure flight out of London Heathrow was due to the incorrect information she received from the Lufthansa Airlines’ representative I have enclosed what we called a “Copied Payment” which is captured prior to [redacted] submitting the reservation for his daughter As you can see he was advised that the flight departing from London Heathrow would be by United Airlines We also advised that the flight would depart from terminal two (2) Per our records a request was submitted to the airline for a kosher meal Again we regret any confusion or frustrations his daughter encountered, for any compensation [redacted] will need to contact the airline directly for any compensation We appreciate the time and attention your office has given to this matter Sincerely, [redacted]
December**, Revdex.com [redacted] ** [redacted] RE: [redacted] /Case [redacted] Booking number [redacted] Dear [redacted] ***: This is in response to the rebuttal we received regarding the above referenced booking number In her original complaint [redacted] wants to utilize her credit or receive a full refund At no time was [redacted] advised that the credit would be applied towards several reservations As per her conversation with [redacted] and the email she sent informing [redacted] that she has $in credit with our company to use toward any flight offered on our websiteNo penalties will be paid at the time of booking since it has already been deducted from the figure shownShe will be responsible for any amount over the credit amountNo refund will be offered if the amount of the new reservation is less Travel must be completed by November**, When [redacted] is ready to book a new reservation she needs to contact [redacted] at the phone number that was provided At no time did she inform [redacted] that the offer was unacceptable We regret any confusion or frustration [redacted] encountered, but our offer stands as is We appreciate the time and attention your office has given this matter Sincerely, [redacted]
[redacted] [redacted] ** [redacted] [redacted] [redacted] Dear [redacted] : This is in response to the rebuttal we received regarding the above referenced booking number In her rebuttal [redacted] is requesting a full refund for the above 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 $ 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 she been advised that this process may take up to days We appreciate the time and attention your office has given to this matter Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because The information provided on [redacted] 's website states," Even the best-planned travel can be impacted by unforeseen sickness, or medical emergency, delayed flights, passport theft or baggage delaysTroubles can occur when you least anticipate them forcing you to cancel or interrupt your trip, lose your ticket investment, and incur unplanned expensesBy purchasing a travel protection plan, you are protecting your trip investment against the unknown and will find the peace of mind your trip deserves"( [redacted] Any consumer would understand purchased insurance that claims to cover flight costs that states "troubles can occur when you least anticipate them forcing you to cancel...etc" means, the consumer is protected in the instance of cancellation for any reason if they will cover simple baggage delays.However, the bait and switch occurs in the fine print of the insurance carrier's disclaimer which states, "Trip Cancellation and Interruption Covered ReasonsCoverage is provided for the following unforeseeable events or theirconsequences which occur while coverage is in effect under thisPolicy if there is a change in plans by you, a Family Member travelingwith you, or Traveling Companion:Sickness, Injury or death of you or your Traveling Companionand/or you or your Traveling Companion’s Family Member orBusiness PartnerThe Sickness must commence while coverageis in effect, require the examination of a Physician, in person, atthe time of Trip Cancellation or Trip Interruption and, in the writtenopinion of the treating Physician, be so disabling as to preventyou from taking or continuing your Covered Triparrangements cancelled by an airline, cruise line, motor coachcompany, or tour operator, resulting from organized labor strikesthat affect public transportation;being directly involved in a documented traffic accident while enroute to departure;being hijacked, quarantined, required to serve on a jury, orrequired by a court order to appear as a witness in a legalaction, provided you, Family Member traveling with you or aTraveling Companion is not 1) a party to the legal action, or 2)appearing as a law enforcement officer;your Home made uninhabitable by fire, flood, volcano,earthquake, hurricane or other natural disaster;being called into active military service to provide aid or relief inthe event of a natural disaster;a documented theft of passports or visas; ora Terrorist Act which occurs in your departure city or in a citywhich is a scheduled destination for your Covered Trip providedthe Terrorist Act occurs within days of the ScheduledDeparture Date for your Covered Trip[redacted] The advertisement for insurance was not only misleading, it is completely contradictoryAs a consumer, purchasing travel insurance means I would be protectedI demand resolution and a full refund of I am prepared to seek legal action and/or a class action lawsuit under protection of the Federal Trade Commission and the Aviation Consumer Protection Division is this situation is not rectified in a timely fashionIt is evident in my research that [redacted] and its subsidiaries have MANY complaints similar if not identical to mineI appreciate the work of the Revdex.com and those of you who stand up for consumers like me In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [redacted] is a travel agency, it has the ultimate responsibility to make sure our flight was properly booked and passengers are manifested [redacted] also has the responsibility to refund us the fare we paid to Air Berlin and not blame other airlinesNow they are passing the blame and based on the latest response from [redacted] it seems that they are doing me a favorOn our way back from Vienna airport the agent has mentioned that they have several problems with [redacted] booked flightsWe also bought travel insurance from [redacted] ***, our claim was rejectedThe reason was because passengers were not manifested, and goes back to [redacted] fault Beware: Out of states clients cannot take company like [redacted] to court if this company does not have a physical place of business where the client residesOne recourse is to take this company to superior court where you need a lawyer to represent you, this is the advice from our lawyer In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
[redacted] [redacted] ** [redacted] [redacted] [redacted] Dear [redacted] ***: This is in response to the complaint we received regarding the above reservation In her complaint [redacted] is requesting that she be allowed to change her reservation at no cost since she purchased insurance Prior to submitting her reservation [redacted] stated that she had read and understood our Terms and Conditions Listed in our Terms and Condition “All airline tickets are 100% non-refundable and non-transferableIf you wish to exchange the tickets for new dates or routing any and all changes made to the itinerary are restricted and subject to the airlines fare rules Listed under what reasons can I cancel or interrupt my trip “You can cancel or interrupt your trip for covered reasons onlyExamples of covered reasons for trip cancellation/interruption include illness, injury or death of you, a family member or traveling companion; supplier cancellations due to a strike; traffic accident en route to departure; a documented theft of passports or visas; a Terrorist Act; and your home made uninhabitable by fire, flood, hurricane or natural disaster” On October ***, when [redacted] called our customer service department requesting that she be allowed to change her is reservation She was advised that in order to change her reservation she would be subject to the airline change penalty and any fare difference In the travel industry this is called a voluntary change, which is not covered under the in the Travel Protection Insurance she purchased We regret any confusion or frustrations [redacted] experienced but any changes to her reservation will be subject to all airline rules and restrictions since we are not allowed to waive or ignore any airline policy We appreciate the time and attention your office has given this matter Sincerely, [redacted]
[redacted] [redacted] ** [redacted] [redacted] [redacted] Dear [redacted] : This is in response to the complaint we received regarding the above referenced booking number In her complaint [redacted] is requesting a refund for a ticket she purchased via our online website and for changes she made to her reservation totaling $ On August **, 2014, we were advised by [redacted] ***’ credit card company that she has filed a dispute No refund will be offered until her credit card company completes their investigation We cannot refund at this point, because if her credit card company rules in her favor and we refund the amount, we will then have to obtain [redacted] ‘permission to charge her card again to cover the amount of the double refund Please understand that we are not investigating her claim, the process is being handled by her credit card company and that are the ones who will determine the outcome We appreciate the time and attention your office has given to this matter Sincerely, [redacted]
December*, 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 referenced booking number In her complaint [redacted] wants to utilize her credit or receive a full refund We would like to advise the Revdex.com that [redacted] has been in contacted by [redacted] regarding her concerns [redacted] was informed that she has $in credit with our company to use toward any flight offered on our websiteNo penalties will be paid at the time of booking since it has already been deducted from the figure shownShe will be responsible for any amount over the credit amountNo refund will be offered if the amount of the new reservation is less Travel must be completed by November**, When [redacted] is ready to book a new reservation she needs to contact [redacted] at the phone number that was provided 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 based on the above information Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved We thank you for your help without which we are both sure this issue would not have been sorted Sincerely, [redacted]
April **, Revdex.com [redacted] ** [redacted] RE: [redacted] /Rebuttal Case [redacted] Booking Number [redacted] Dear [redacted] : This is in response to the rebuttal we received regarding the above referenced booking number In his complaint [redacted] is requesting a refund for tickets he purchased for his son The call where [redacted] states he spoke to one of our agents requesting escort information prior to submitting his reservation via our online website could not be located When calling our number clients are advised “To ensure highest Quality of Customer Service, this call may be monitored or recorded for quality assurance and training purposes” at no time do we advised all calls are recorded Regarding changes to reservations our policy states that free cancellation are permitted if requested four (4) hours from the time of purchase Tickets may be cancelled within hours from the time of purchase for a small fee otherwise date and routing changes are subject to airline penalties and fare difference On April [redacted] changes were made by the agent and an updated email was sent to the email address provided when the reservation was submitted which was opened by [redacted] on April *** Also on April [redacted] when the original ticket was exchanged for the new flights confirmed another email confirmation was sent which was opened by [redacted] on April *** Before the reservation was booked when [redacted] entered his son’s age he was advised “Are you booking flights for an unaccompanied minor? Certain airlines have restrictions on children less than years of age traveling alone without an adultIf you have any questions please call us at ###-###-####” This information was also provided with our original response (see attachment) Based on the information received from [redacted] (see attachment) a refund was processed by them back to his Visa ending in *** We regret any confusion encountered by [redacted] but no further refund will be offered since our records indicate that his son did utilize his original ticket and he has already been refunded for the one way ticket he purchased We appreciate the time and attention your office has given to this matter Sincerely, [redacted]
Dear Sir or Madam I do understand their response, but my basis of refund request is that the original Sales person LIED to meSales person assured me that if I purchased the insurance I would be protected This is recordedPlease have someone listen to the recordingI would never purchase the ticket if she told me the TRUTH [redacted] representative LIED to meThat is not good business Then, during my inquiries [redacted] LIED to me as well [redacted] said, first, she can give me $refundThen, she said but if you give me time I can listen to recordingI said okay Later I found from [redacted] and [redacted] that [redacted] never listen to the tape, and her offer of $refund disappeared I still demand full refund because of their LIES Revdex.com: please convey my message that I was mislead into this Respectfully Ben Tosuner ###-###-#### Fares are not guaranteed until ticketed Most fares and taxes are non-refundable and service fee is non-refundable, the tickets are non-transferable and name changes on the tickets are not permitted All government taxes and [redacted] ’s service fees are included in the total amount charged Free cancellations are permitted, if requested within four (4) hours from the time of purchase Tickets may be cancelled within hours from the time of purchase for a small fee Date and routing changes will be subject to the airlines penalties, fare difference and our service fees 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] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: It is not as you say [redacted] indicated that this is a Lufthansa flightIn fact it turned out to be serviced through UnitedThis is at a different terminalMy daughter went to Lufthansa and simply couldn't figure out where right place is to go to for her flight As far as the meal, while it is true that it isn't the responsibility of [redacted] ***, they are however required to at least make the request to the airlineIf they tell the client that they have requested it and they then neglect to do so, they are responsible for this[Your Answer Here] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
[redacted] [redacted] ** [redacted] [redacted] [redacted] Dear [redacted] : This is in response to the complaint we received regarding the above referenced case number regarding changes made to his reservation In the complaint [redacted] did not provide his booking number and we were not able to locate the booking by the e-mail address listed in the complaint If you could please ask him to provide us with his booking number, I’ll be able to pull up the reservation and hopefully bring this to a positive resolution When the reservation was booked [redacted] would have received a booking number beginning with the number “2” Until we receive this information, we are unable to assist in resolving this complaint We appreciate the time and attention your office has given to this matterI hope to hear back from you soon with the information so that we may begin investigating this case right away Sincerely, [redacted]
[redacted] [redacted] ** [redacted] [redacted] [redacted] Dear [redacted] : This is in response to the rebuttal we received regarding the above referenced booking number In his request [redacted] is stating that he has not received his refund As stated in my rebuttal we have submitted all the necessary information to the [redacted] (***) 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 $The request was submitted on October **, We also advised that it may take the airline up to 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 *** We regret any confusion or frustrations he encountered but please understand we are not the ones processing his refund we can only advise how long it may take [redacted] Gol Airline to complete their refund process Sincerely, [redacted]
[redacted] [redacted] ** [redacted] [redacted] [redacted] Dear [redacted] : This is in response to the complaint we received regarding the above referenced booking number In his complaint [redacted] is requesting a refund for a ticket he purchased for his nephew On October **, 2014, [redacted] called our customer service department and made a round trip reservation from Istanbul, Turkey to Phoenix, Arizonian The reservation was confirmed, tickets were issued and financial confirmation was sent to the email provided [redacted] is requesting that we listen to the call since he stated that he was advised if he purchased the insurance and his nephew did not receive his visa all he had to do is file a claim with the insurance and he would receive a full refund Please understand that not all calls are recorded I have enclosed a copy of the confirmation email sent to [redacted] stated he had read and accepted our Terms and Conditions: Fares are not guaranteed until ticketed.Most fares and taxes are non-refundable and service fee is non-refundable, the tickets are non-transferable and name changes on the tickets are not permitted.All government taxes and [redacted] ’s service fees are included in the total amount charged.Free cancellations are permitted, if requested within four (4) hours from the time of purchase.Tickets may be cancelled within hours from the time of purchase for a small fee.Date and routing changes will be subject to the airlines penalties, fare difference and our service fees Also listed on his confirmation “All customers are advised to verify travel documents (transit visa/entry visa) for the country through which they are transiting and/or enteringReliable 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 We would like to advise the Better Business Bureau that on his behalf the information he provided has been submitted to Air France refund department for consideration The decision to refund all or part of the money [redacted] is seeking will be solely up to the individual airline based on the information provided This process may take the airline up to days to complete their research We appreciate the time and attention your office has given this matter Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I still have not received a refund [redacted] claimed previously that they were not liable as this was a schedule changeWhen 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, [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 emails to the address THEY provided advising them that the itinerary change they sent through was not suitable for us 2) Failed to respond to phone calls advising the same 3) Claimed the airlines was within it`s rights to move our flight to BEFORE we landed in Cuiaba 4) Claimed that they weren't liable as this was a schedule change 5) Ignored the evidence provided PROVING that this was not a schedule change 6) Blamed everyone but themselves for not providing the service THEY sold In what world is it OK for a business to take money for a service, not provide the service & then claim that THEY aren't responsible because they had arranged for SOMEONE ELSE to provide the service? This is absurd There is an easy way for [redacted] to resolve this - return my money & sort out their internal business issues between the two parties that agreed to sell a service & share the money from it - Gol & [redacted] , In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
[redacted] [redacted] ** [redacted] [redacted] [redacted] Dear [redacted] : This is in response to the complaint we received regarding the above referenced booking number In her complaint [redacted] *** is requesting compensation due to an airline schedule change We would like to advise the Revdex.com that a refund request has been submitted to our Accounts Payable Department in the amount of $1, 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 she been advised that this process may take up to days We appreciate the time and attention your office has given to this matter Sincerely, [redacted] [redacted]
December **, Better Business Bureau [redacted] ** [redacted] RE: [redacted] /Case [redacted] Booking Number [redacted] and [redacted] Dear [redacted] ***: This is in response to the complaint we received regarding the above referenced booking number In his complaint [redacted] states he has not received his refund We would like to advise the Revdex.com that we have submitted all necessary information (booking number [redacted] ) to the [redacted] (***) who handles airline ticket distribution who in turn sent it to [redacted] in order to obtain the refund he requested in the amount of $2, The request was submitted on December *, 2014, and the airline has up to days to comply and the refund will be processed back to the original form of payment used when the reservation was submitted Please see the attached screenshot of our Refund Page booking (booking number [redacted] ), showing the amount requested for the refund, the date of the request and the Processor Approval Code showing the dollar amount to be removed from our bank, [redacted] : The credit may take up to business days to appear on his credit card statement If this refund does not appear in the time advised he may want to check with his bank as to the delay We regret any confusion or frustration [redacted] encountered and appreciate the time and attention your office has given to this matter Sincerely, [redacted]
[redacted] [redacted] ** [redacted] [redacted] [redacted] 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 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 business days In very rare cases, a request can come back denied by the airline At this point we send the client an e-mail making the client aware that the fare could not be confirmed by the airline Also listed in our Terms and Condition we advise all offers, prices, and conditions of sale may be subject to change without notice; advance purchase, eligibility, seating, or other limitations; travel days, dates, minimum or maximum stays, holidays, seasons, blackout dates, stopovers, and/or wait listing restrictions; reservation validation of up to one year (if any extension permitted, penalties/restrictions may apply); Other conditions/restrictions; and availability New flight options were offered but declined by [redacted] *** We regret any confusion encountered by [redacted] and appreciate the time and attention your office has given this matter Sincerely, [redacted]
[redacted] [redacted] ** [redacted] [redacted] [redacted] Dear [redacted] : This is in response to the complaint we received regarding the above referenced booking number In her complaint [redacted] is request that she be refund the airlines change fee she was charged since the passenger was denied boarding for not checking in for her flight in the proper time allotted by the airline Please understand [redacted] does not set any airline’s airport regulations [redacted] was advised in our Terms and Conditions: International Flights: Re-confirm flight schedules, departure times, seats, and any special requests hours prior to departure in all directions Recommended chetime is at least hours prior to departure time Special note: The airline reserves the right to deny boarding to passengers that do not cheor arrive at the departure gate in adequate timePlease check with the airline for timesAlso, certain cities vary for chetimes as wellShould the airline deny boarding, in such a case, no compensation will be awarded either by the airline or [redacted] .“Please note that your seats, meals, frequent flyer and other special requests are on request only and that the airline reserves the right to apply any revisions to the requested seat allocation without notificationAll requests should be verified with the airlineWe do not guarantee you will be assigned the seat you have requestedWe also do not guarantee that your meal, frequent flyer and other special requests will be confirmed by the airlineIt is therefore recommended you contact your airline directly to confirm these requestsClick here to view the list of airlines and phone numbers” We regret any confusion or frustrations [redacted] encountered but no refund will be offered since the money she is requesting was paid directly to Royal Jordanian in order for them to change her reservation We appreciate the time and attention your office has given to this matter Sincerely, [redacted]
[redacted] [redacted] ** [redacted] [redacted] [redacted] Dear [redacted] : This is in response to the rebuttal we received regarding the above referenced booking number In his complaint [redacted] is requesting compensation due to incorrect information given by a Lufthansa Airlines’ representative As states in our original letter the reason [redacted] missed her departure flight out of London Heathrow was due to the incorrect information she received from the Lufthansa Airlines’ representative I have enclosed what we called a “Copied Payment” which is captured prior to [redacted] submitting the reservation for his daughter As you can see he was advised that the flight departing from London Heathrow would be by United Airlines We also advised that the flight would depart from terminal two (2) Per our records a request was submitted to the airline for a kosher meal Again we regret any confusion or frustrations his daughter encountered, for any compensation [redacted] will need to contact the airline directly for any compensation We appreciate the time and attention your office has given to this matter Sincerely, [redacted]