Smartfares

After reviewing this situation I find Ms*** is correct. She should have been able to cancel without penalties on the same day she booked. We have processed the refund of $back to her credit card.This was due to agent error

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 can see the incompetence of this business. Look at how they address me in the letter. My name is *** ***, not *** ***In addition, I was not complaining about the ticket that I paid for, I was complaining on the unprofessional manner that I was handled on the phone from agent to supervisors. The lack of training is obvious from top to bottom of this business establishment. My concern is that I was told something totally different that was on the website and from what I was told by the agent who I first spoke to. I called in to get a cheaper price like the website said (I have a snapshot of the website), but got quoted a higher price by the agent. I specifically asked if I got the cheaper price from the website lower than what the agent quoted if I get the ticket and the money that I spend for the ticket refunded. The agent said yes. I can't help if the agent said the wrong answer to my question (lack of training). Next, the first supervisor I spoke to threatened to cancel my ticket (lack of training on how to handle a customer). Now what really is sad, is the corporate supervisor, ***, that called who almost had it correct but ended up utterly failing. She tried to spin everything in order to protect the the agent and the company. Trying to basically say it was a misunderstanding. How can it be a misunderstanding when I specifically asked a question and the agent answers yes to it? I am in customer service so I know how to handle customers and watch what I say. This business establishment does not know and needs to be retrained or more training from top to bottom
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
My complaint was on what I would consider advertisingI understand that there might be fees associated with the change on dates for airplane tickets but the website claimed that there was a hour free cancellation periodSo when I tried to cancel the tickets I was told that I would incur a cancellation fee unlike what they had posted on their landing homepageI contacted their customer service within minutes of my purchase and since they wouldn't cancel it for free, I ended up having to re-schedule and paying the change feesI don't doubt it takes skills on their customer service personnel to deal with all the different situations that might arise, but the burden is on them to give all their employees all the necessary tools to respond to their customers and if they can't, then there should be another level taking care of these issuesRegardless, I feel that their website mislead me regarding the ability to cancel my purchase without incurring any extra costs and this is what generated my complaint and that's why I can't accept their response
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
Here is the charge which was on my bank statement dated 3/15/2013. LBF travel was the agent: Check Crd Purchase *** *** *** *** *** *** *** ***1,192.50The $charge followed on 3/25/13.I do not wish to send my entire bank statement but I am willing to provide additional information or pages if it will help resolve this dispute.
Regards,
*** ***

Hello Revdex.com
Today I received a refund check LBF Travel for the amount of $.I really want to thank you for all your efforts on helping me with the problem that I had with themIt gives me confidents that there are places like yours that does good for people who has had hard times with companies that won`t listen or doesn`t seem to care about the outcomeWe the people are the ones that keep businesses going with our business to themSomewhere some of that has been forgotten.Again thanks for caring .Really means alot me & my family
Greatly Appreciated !
*** ***

We stand behind our pervious response

I understand the complaint. I have contacted *** *** *** to send me a copy of the trip he booked instead. His ticket are issued. Travel is in May. He is able to use these tickets if he likes. If he can verify he has another ticket booked for the
same dates we may be about to request a refund from the airlines

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
It will be great if you have the call recordIt would clearly indicate manager stating that he has to pay the airline this $1,upfront which they return laterThe airline denies that it is their practiceThey process the cancellation requests sent by travel agencies based on meritThe refund that I have received for cancellation is $(approx) less than the amount I paidEven though my cancellation is due to a serious medical situation I am okay with paying $cancellation feeNote that your competing agencies issue full refunds in my type of situationMy grievance is the trick used to collect an additional $1,from me suggesting that this is an airline requirementI hope you would resolve this matter promptly and judiciously as soon as possibleI want to avoid litigation but would pursue it if necessary.
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
I have attached the files, and I'm sorry but in no particular order to prove the following:The email confirming our reservation to fly from Bar Harbor, ME to Newark, which was made by Smartfare A statement from Chase showing that they accepted the charge and then later the charge was with drawn by SmartFare (When I called Smartfare said that Chase had approved all the other reservations except the withdrawn one...when if fact Smartfare was the one who had canceled it.)The cost of our fights from Bar Harbor to Boston and Boston to JFK, which we had to buy at the airports, and which ended up doubling the cost of what our original reservation had cost all because Smartfare had told Chase to cancel that reservation Please let me know if I can answer any questions about these filesI look forward to hearing from you.Thank you
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
Why they are not accepting beside sending Snap Shots and its clear it was caused by their website, if they said they never heard this kind of problem, it another thing , but what happened even 1st time its anotherWhat I asked is not the money, not even the call from their side, but just asked them to correct their systemI sent the snap shot are those are not enough evidence what I typed and what I got ? yes I didn't made the video clip for what happening, If you want to re-generate then give me some discount coupon or something so I will re-generate the error by booking ticket again to make video for it I think they will only accept when video will be send to them as evidance and even after that might be they have excuse that user didn't did in-front of them (or next their own machines)Let them know I am in IT since 1996, and I know many IT guys provide solution just by telling "Reboot your machine" and some times this works, but that attitude is works only within organization, but once you got global you have to think positive and to rectify things not throwing burden out of the window altogether, and telling the short term solution.
I don't know their IT but with my experience what I think happening here, its just the tip for them to resolve if their IT is smart enough they will rectify/test what happening, Its cross browser issue, I am using Chrome I entered "***" night be in some other page and different time, so it might be in Cookie, or even Hidden field (with same name), Cache or Session variable (I know session you can't access form other session, but never know how the other page are storing session variable and what's the security policy there and and how and with under what policy your website accessing data, but its conflicting the data once the website Saves the data it took from the when accessing typed data for Savingit not got noticed on Confirmation Screen Message because it just call the values from visible Text boxes , but the Email sent through Database valuesso its kind of SQL injection from websiteits your responsibility to save only what the user typed and see Upfront not from any of the other value by any meansecondly don't shift blame on me again for my system thing I am behind firewall, with virus free system.
Yes they didn't charge me any thing extra dollar but my time and the frustration, not to mention long argument and not a appropriate behaviourI told them to hear my call log so they know how much polite I was when I start it was vacation so I was extra happy while booking, but they not only ruin my mood but also frustrate me to high degree I think thats the only reason I am writing to Revdex.com because since start they are not accepting their mistake and I am man of my words when its honest and real problem they have to resolve I don't need any of their charity of refund I need their apology for their own mistake for their own problem.
Did I mentioned you even after the correction they did another mistake and made the reservation for *** *** as an Adult instead of child of yrs now they will again put that into me, but I didn't call because I don't want to go into same argument and loosing temperament, that's its called the refund some time you don't like customer (me in that case), and some time customer don't like attitude of sellers after buying, they both say good bye to each other by cancelling transaction's and making refund, but it not happened in my caseThats why I avoided them to call backbut the problem is still their and I will try to fix once departing, and if SmartFares really want to mathings have to call me and correct things up as I Typed on 1st Time (without charges)I need the rating to downgraded or can brag all over travelling website, the world is all global now:)
Regards,
*** *** ***
Mobile # +***
***.***

I purchased a airline ticket and I was charged twice for the same ticketThey said their accounting department is analysing my case, but it has been days since I made my first contact with them complaining about the double chargeI made several phone calls and sent several emailsI am very disappointed with the delay to solve my problem

We have contacted our hotel department. They have communicated with Expedia and agreed to refund the full amount of $396.04. Refund will go back to the original form of payment. *** card ending in ***
I will advise Ms***

I responded to Ms*** on DecBelow is the email sent
Roman'">From: *** Sent: Tuesday, December 1, 2:PMTo: ***Subject: regarding Revdex.com complaint
Ms***,
We are very sorry for your misunderstanding and confusion. Booking your own travel can be frustrating. Our website is looking for the lowest fare. Sometimes it finds a lower fare on a date before or after your requestThis is called flex date It tells you this in red before you purchase
Some people are interested in a lower fare rather than on a particular date
You selected the itinerary. It is so important to double check everything before you click purchase. You want to make sure your dates are correct, times, routing and spelling of names. The airlines are very strict when it comes to changing anything
I am happy *** was nice enough to refund the return flight. We are unable to refund anything as the airlines has the moneyWe do notI show the email was sent to you with the itinerary you choseIt does get confusing when the flights are so close to midnight. When you book airline tickets online you are acting as your own travel agent. Please be very, very careful in the future as I am sure you will
Feel free to contact me directly with any further questions
Thank You,
*** ***
Supervisor Customer Service
+(858) 429-ext***
Murphy Canyon Road
Suite
San Diego, California
Her response
Ms.***,
I appreciate your response to this very unfortunate issue I realize that it is up to the customer to check and recheck the itinerary, however that being said your website might want to consider a pop up window warning that the dates are not availableThis is industry standard when booking directly on the airline site as well as hotels, cars rentals, etcIf that small piece of code was added to your website it would virtually eliminate any confusion on the customers partThis is the basis for my complaint not that I didn't pay attention to what was or was not chosen as to the flight datesI have learned a very expensive lesson and won't be using any travel site in the future. I will only deal directly with the airlines, as they have the above mentioned pop up window warning a customer if a date is not available
Sincerely,*** *** * *** *** *** *** *** *** home*** *** cell

***, It appears on this one, *** only refunded one of the airline ticketsThe refund came to our company directly, and then we refunded that full amount to the customerWe do not know why only one of the tickets was refunded. We called *** yesterday and were unable to get this resolvedWe are continuing to try to get this resolved todayI will give you an update as soon as I have one. The simple answer is, we are refunding all money that *** refunds to the customerWe are working on having them refund the balance beyond the single ticket that was refunded. 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,
*** ***

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 belowThe transaction has not been removed from my account, until it is removed by the business on my card, per the statement I provided twice, it is not resolved
Regards,
*** ***

Revdex.com:I
received an email that a refund would be processedI indicated that this should be done fast so that I could pay off the charge back on my credit card before interests would start accumulatingAwaiting a response to confirm the refund processed from the company
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me provided it is processed successfully this week. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ** *** **

As I advised the reminder of your group.  We stand behind our statement regarding the cost of the airline tickets. The tickets were all booked thru one of our consolidators.   The price you see on the United receipt is only a portion of the cost of the tickets. You would not have been...

able to find this fare on any website as this was a special fare. As a courtesy I have refunded the $247.74

Revdex.com,I have reported this complaint to our internal collections department and requested that they cease all collections efforts.Regards,[redacted]
",sans-serif>Senior Executive Administrator
DIRECT: (858) 429-x [redacted] – FAX: [redacted]
EMAIL: [redacted]

Revdex.com,I have refunded the requested monies to the customer's accountI have attached a receipt for your conveniencePlease note the funds may take up to business days to return to the customer's account depending on the policies and procedures of their card issuing bank.Regards,
",sans-serif>[redacted]
Senior Executive Administrator
DIRECT: (858) 429-x [redacted] – FAX: [redacted]
EMAIL: [redacted]