Smartfares

Mr*** called to make changes to his airline tickets. *** advised him the cost to make the change. Via email he agreed to this
Anytime you make a change to an airline ticket you have to pay the penalty that the airline chargesAs well as the difference to the
new fare. Generally there is also a ticket exchange cost from the agency that is doing that exchange
Below you will see email from Mr*** stating he agreed to the changes and cost
From: *** *** Sent: Thursday, November 12, 9:AMTo: ***Subject: RE: CONFIRMATION NUMBER:***
I agreeOn Thu, Nov 12, at 03:PM, *** wrote:
Dear *** *** SR,
Thank you for choosing Smartfares.com.com!
As per our conversation and as agreed, we have made the changes to your Booking # *** , with an additional charge of $335 USD per passenger, including the airline penalty, difference in fare and feesTotal cost to change this itinerary all including taxes and fees would be: $670.00 USD for both the passengers.Please find below your revised itinerary as requested by you:
Traveler’s Name
*** ***
*** * ***
Itinerary :
JetBlue Airways February New York (JFK) 10:AM :Aruba (AUA) 4:PM
JetBlue Airways February Aruba (AUA) 1:PM :New York (JFK) 5:PM
Please review the names, dates, cities, and departure and arrival times, flights sent to your e-mail address for accuracy
Please reply to this e-mail stating “I agree “ in order to confirm the above changes
Above changes are not confirmed until finalized by the airlineIf there are any restrictions, updates, or concerns from the airline, we will contact you via email or phonePlease be advised once the above itinerary is exchanged, tickets will become NON TRANSFERABLE and NON REFUNDABLEIn case, you would like to make any further changes to the new itinerary after the tickets are exchanged, you will be responsible for the additional penalties, fare difference and fees
All customers are advised to verify travel documents (transit visa/entry visa) for the country through which they are transiting and/or enteringSmartfares.com will not be responsible if proper travel documents are not available and you are denied entry or transit into a CountryWe request you to consult the embassy of the country(s) you are visiting or transiting through
Please Note: Your credit card maybe billed in multiple charges not exceeding the total amountAll transaction service fees are 100% non-refundable
Please feel free to write back to us for any further assistance
Regards,
***
EXTENSION ***

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 have received a payment of $120, thank you for your help in this matter!

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

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
I don't know who *** is but I have received no messageAs far as I am concerned an offer to cancel w/ a penalty after hours negates any initial agreement Unless my purchase is refunded, I am not interested in anymore communication with this companyI have informed *** that some else will contact them on my behalf, if necessary, and to please forward my info and complaint to the appropriate personnel
Regards,
*** ***

In addition to my existing claim, I would like the reimbursement fee to be only $rather than $because Smartfares was able to provide a return flight in the business class Even though I added an additional $357, which I shouldn't
have been charged in the first place for the error that the agency made, I respectfully for a refund of $for the original departing flight where I was in economy class
Sincerely,
*** ***

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,
*** ***
The person they reference above did use her ticketsWe were referring to another Buckholz was the nameThey knew it was different charge cards

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
As you have quoted below response from the merchant, it is clear that the amount they emailed me is CAD$9,and it is different than what they have charged my credit card. That's the proof I am holding onto this that's why I have this dispute. All I want is a REFUND of the discrepancy
Regards,
*** ***

Revdex.com:
I am hereby submitting the requested email made by the business in reference to complaint ID ***This email clearly indicates, in writing, that *** did indeed tell me I would be receiving a refundBased upon what I have been told orally and in writing from ***, I expect a full refund of the original ticketI will wait for the business to review the attached email communication between *** and myself, and refund me accordinglyOnce I am refunded the ticket amount as promised, I will deem this complaint satisfactorily resolvedRegards,
*** ***

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 belowAgain...here we go*** says that I was out of line and trying to suggest that I am trying to get something for nothing. Again, lack of training on her part. The ticket was never the issue. It is how the business is going about handling the situation and talking or responding to the customerI know what I said and who is to say what I meant or what the agent told me and what he meant. Like I said before it is her trying to spin the conversation her way. How about sending a copy of the phone conversation to the Revdex.com and a copy to me and let's hear it. They got the right customer on the right day and failed in all aspects of customer service. Like I said everything was recorded on the phone and I have all calls with supervisors recorded on my phone. The proof is in the pudding as the old saying goes and I have it. This company thought I would not call them out. Well, they are wrong and I will continuously call them out
Regards,
*** ***

I have confirmed all money has been refunded to Ms***. Because the tickets were issued thru American Airlines via one of our consolidators we have to wait for the refund from them in order to send out the passengers refundI show this has been confirmed. I also emailed
Ms*** to advise

Revdex.com,That was the airline's penalty to refund the ticketOur company did not charge the customer anything.The airline deducted the penalty from the refundIf the customer is disputing the $charge, the dispute should be with *** *** since they received those funds, not us.Regards,*** ***
Senior Executive Administrator
DIRECT: *** *** * *** * *** *** ***
EMAIL: ***

Mr*** called to make changes to his airline tickets. *** advised him the cost to make the change. Via email he agreed to this
Anytime you make a change to an airline ticket you have to pay the penalty that the airline chargesAs well as the difference to the new
fare. Generally there is also a ticket exchange cost from the agency that is doing that exchange
Below you will see email from Mr*** stating he agreed to the changes and cost
From: *** *** Sent: Thursday, November 12, 9:AMTo: ***Subject: RE: CONFIRMATION NUMBER:***
I agreeOn Thu, Nov 12, at 03:PM, *** wrote:
Dear *** *** SR,
Thank you for choosing Smartfares.com.com!
As per our conversation and as agreed, we have made the changes to your Booking # *** , with an additional charge of $335 USD per passenger, including the airline penalty, difference in fare and feesTotal cost to change this itinerary all including taxes and fees would be: $670.00 USD for both the passengers.Please find below your revised itinerary as requested by you:
Traveler’s Name
*** ***
*** * ***
Itinerary :
JetBlue Airways February New York (JFK) 10:AM :Aruba (AUA) 4:PM
JetBlue Airways February Aruba (AUA) 1:PM :New York (JFK) 5:PM
Please review the names, dates, cities, and departure and arrival times, flights sent to your e-mail address for accuracy
Please reply to this e-mail stating “I agree “ in order to confirm the above changes
Above changes are not confirmed until finalized by the airlineIf there are any restrictions, updates, or concerns from the airline, we will contact you via email or phonePlease be advised once the above itinerary is exchanged, tickets will become NON TRANSFERABLE and NON REFUNDABLEIn case, you would like to make any further changes to the new itinerary after the tickets are exchanged, you will be responsible for the additional penalties, fare difference and fees
All customers are advised to verify travel documents (transit visa/entry visa) for the country through which they are transiting and/or enteringSmartfares.com will not be responsible if proper travel documents are not available and you are denied entry or transit into a CountryWe request you to consult the embassy of the country(s) you are visiting or transiting through
Please Note: Your credit card maybe billed in multiple charges not exceeding the total amountAll transaction service fees are 100% non-refundable
Please feel free to write back to us for any further assistance
Regards,
***
EXTENSION ***

I have researched the matter. The website *** airfare should never have allowed Ms*** to purchase cancellation insuranceWe are unable to sell insurance outside the United States. We are working on this glitch. Normally a window would pop up telling
them we are unable to sell. I have refunded the requested $

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 resolvedI appreciate your help very much and am happy to express my
sincere gratitude to Revdex.com
Thank you very much indeedAll the best in your honorable activity
Best 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
They have confirmed that there is not a data entry for the submission that I provided, which I'm still skeptical aroundI would like a confirmation no personal data was collected from my data entry or on the site
Also They did not reply to the actual request for an apology around the actual problem, because they are stating that the transaction can not be foundIf they actually read the request/issue then they would understand that I wasn't able to make a reservation based on their difference between marketed price and actual price given over the phone (which is a bait and switch to confuse the customer)
Regards,
*** ***

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,
*** And *** ***

After researching *** complaint. We have determined this was an agent error. Our agent neglected to cancel the original booking when *** advised him she did not want to pay more
When another agent called her regarding the credit card declined she neglected to advise the
confirmation numberTherefore she was not aware our agent was talking about her first booking
We will be refunding the first booking that was issued in error. A refund in the amount of $will be processed
The second ticket purchased by Ms*** will stay as is. This includes the cancellation insurance

My credit card has received a refund of $for the tickets after they started a disputeWe can close the complaint currently. I would say though, that my complaint was partially resolved as the desired settlement was for $+ $1310.Thank you for helping.*** ***

There is no refund due. Airlines do not allow refunds. Only credits. You paid the penalty plus the difference in the new fare. If no difference in fare you only pay penalty
Never will the airlines refund the difference in the lower fare. Everything was done per your agreement