Smartfares

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowThis is unacceptable I almost missed my flight because of the time I spent trying get my ticket reissued because of their company's mistakeThen I had to spend the time getting thru security and I was at the airport in more than enough time had I not been on the phone for over an hour trying to get someone to take the time to fix the issueWhy would I want them to book anymore of my traveling arrangements in the future? So I can get hung up on, ignored, stressed from not knowing if I will get home when im scheduled to, spending hours in an area so I get reception waiting for a phone call from an agent when they made promises they would have it fixed??? Are you serious? Why should I trust them? I even had the manager at the ticket counter speaking to them and she was in disbelief at how I was treated by this company I even have all the transactions from her regarding from the time I purchased this ticket til the time I FINAL got the revised ticket So again tell me why I should have them book my next trip??? Having a Senior Agent does not easy my mind because I had the manager taking care of the situation in the first place when it was incorrectSo they wont give me a ticket...that is fineSo how besides booking thru this company will I be compensated for this awful experience?
Regards,
*** ***

Revdex.com,
I cannot find a reservation based off of this customer's email addressPlease have them provide a record locator or ticket number so I can find the reservation and research this matter
Regards,*** ***
Senior Executive Administrator
DIRECT: (*** *** * *** * *** *** ***EMAIL: ***

I spoke with Mr***. I apologized for the lack of service he received from out team. His ticket was issued. It appears there was a glitch in our system where his email was not sent out. I have confirmed he does have a ticketHe has confirmed he has
finally received his email confirmation. I will be speaking with agents involved. It appears we need more training in that departmentAs a courtesy we have refunded $back to his credit card as the cost of his ticket went down

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I personally contacted *** and they informed me that they are not able to revise the ticket because they did not issue the ticket, but the agency who issued the ticket may change the name on the ticket.I have offered to pay a change fee to have the item changedOther travel agencies and the airline have reported that the travel agency is able to make this change, they continue to refuse to do so
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
***
***

We are sorry for the inconvenienceHowever we have no control over fares. They are all based on availability. I am glad you were able to book your flights

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***.*** Travel has requested more information about the charges I am claiming. On 7/15/a charge of $was made to my bank account by ***.On 7/15/a charge of $was made to my bank account by ***On 7/15/a charge of $$was made to my bank account by ***I believe all of these charges relate to a cancelled hotel booking with the *** *** in Suffern, New York State.I hope this clarifies the situation and will allow *** to quickly resolve my complaint. *** *** , and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
For documentation purposes, the offer to pay for the $difference in fare between the original offered fare and the current fare was a conditional offer. There was no solid offer made but simply an offer to see if SmartFares can book me at the same fare that was originally offered. I had to call twice to the off-shore call center to talk to an agent and a supervisor and a call to LBF Travel to talk to an agent there prior to filing the complaints with Revdex.com. SmartFares makes it difficult for their customers to complaint. I ended up paying $more to buy the tickets elsewhere. The offers made by SmartFares were not acceptable to me.
Regards,
*** ***

We have refunded Ms*** in full. I will listen to the calls *** made into our call center. This will be addressed with our agents
It seems to be a communication problem as we do have a policy where if someone calls within hours they
will receive a full refundDepending on the carrier and airline rulesIn this situation she was due a full refund

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I personally contacted *** and they informed me that they are not able to revise the ticket because they did not issue the ticket, but the agency who issued the ticket may change the name on the ticketI have offered to pay a change fee to have the item changedOther travel agencies and the airline have reported that the travel agency is able to make this change, they continue to refuse to do so
Regards,
*** ***

We have refunded Ms*** in full. I will listen to the calls *** made into our call center. This will be addressed with our agents
It seems to be a communication problem as we do have a policy where if someone calls within hours they will receive a full
refundDepending on the carrier and airline rulesIn this situation she was due a full refund

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear Attached again is the cancellation email CLEARLY showing it was sent at 3:43:22pm est, after we spoke on the phoneAgain hours after we were sent an email entitled Booking ConfirmationWhether this was a last minute booking or not is irrelevantWhen we booked this at 7:17am est, the hotel was listed as available and we were able to book onlineIf the hotel was not available, we should not have been able to book it and receive an email entitled Booking ConfirmationWe had no further communication via email or otherwise until 1:30pm est when we received a phone message which my husband was unable to answer as he was drivingWe returned the call at 2:30pm, and again, received the cancellation after this call at 3:43pmWe were not contacted for OVER HOURS after making our booking which is unacceptable, and resulted in us being unable to make an alternate booking when there was more availability earlier in the day.The times we are quoted are from all emails and phone records that we have retained
Regards,
*** ***

When I was inquiring about ticket prices for people I called Smartfare.com and talk to agent " *** ***" who gave me price and told me that changing airport shuttle will be freeToday When my friend told me that its not and I should checkso I called *** *** to confirm, he first said its free then put me on hold comes back and tells me im sorry but I will have to pay for the shuttle and its only $per personI DONT care if it was $dollars if u made a mistake make it rightI asked for supervisor who didnt even know how to talk to her clients told me "well whtever he told you, You will have to pay $70(for people) for shuttle services out of my pocket and that its only $per person mam you cant pay aford that" REALLY??!!!! I will make sure to tell all my family and friends not to use Smartfare.com ever!!!!! BE AWARE

Revdex.com:
I have reviewed
the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Terrible company and terrible customer serviceIf you do purchase a ticket and need to speak to a representative, be prepared to be very upset

We have processed Mr***'s refund amount of $1455.44. This was booked via one of our consolidators. The airlines first have to refund the consolidator. They will then send to us. When we receive the refund from them we are able to refund the clientHowever Mr
*** filed a credit card dispute regarding his charge. This will generally put a stop to any refund dueMr*** should see his refund back into his account within the next 3-business days

Revdex.com:
I received a call from the business as stated in their message, and am happy with the responseI consider this case to be closed
Regards,
*** ***

Dear Sir/ Madam:I just received the refund that post to my credit card (less their fee)Thank you so much for stepping in and review my complaintWithout your office's help, I don't know how long this will take, as it is, it took days from the date my refund was requested.Your help is greatly appreciated.***

I listened to the calls with our agent *** and *** *** ***. She booked her reservation over the phone on Jan Towards the end of the conversation she asked how long do I have if I want to cancel. *** informed her tickets are non-refundable. She
then called back and spoke with our agent ***. She was under the impression it takes hours to receive your tickets. *** informed her the tickets were indeed issued and all was fine. He went over the itinerary, gave Ms*** *** all confirmation numbers and reassured her all was fine. Not one time during this call did she say to cancel the reservation. She is correct however, our policy states you can cancel within hours of making your booking without penalties. We will be discussing this with *** the agent that originally booked her reservation. When she called back on Jan she was informed the ticket was non refundable. All discounted air tickets are non-refundable after hours. This is the rule of the airlines. Not ours
I have left a voice mail for Ms*** *** to discuss with her
As a courtesy we will refund $back to her credit card

Additional Info...Hotel Wiz took $from my *** account the day I booked it without my permission but they never paid *** a penny, although they kept promising every day the motel would receive it, but it never did Before leaving the motel, the motel still had not
received any payment from *** *** Thus, I had to pay the motel for the lodging AGAIN, which I had already paid *** ***What Hotel Whiz has done is completely illegal, dishonest, stealing, and downright criminal Plus, they booked me in a different motel than they told me, and charged me $more than agreed upon When I called the motel which I was told I was booked at, the motel said they had no reservations for me At midnight we were still without lodging for the night. When I finally got a hold of *** *** they told me a different hotel than they told me at the time of my bookingWe thought everything was taken care of by Hotel Whiz, but what we received from them was a mere nightmare We got into our room at 2:AM A beautiful trip could not have gone more wrong Hotel Whiz should have their license revoked (if they have a license), should not be in business at all, and should be fined big time.because of their illegal, dishonest, criminal business practices I would not wish this nightmare upon anyone Please help in preventing this from happening again.Sincerely,*** ***