Smartfares

I have researched the situation.  Regarding the switch of airports in New York.   This is the itinerary [redacted] selected when he booked his reservation online. Many times the computer is looking for the lowest fares.  It does not recognize there are multiple airports in New...

York.   This is why it is so imperative that you look at your booking very closely.  It does tell you when the selections come up. " there is a switch of airports"   Normally you would move down to the itinerary without the change of airports as this is very inconvenient.  However they do tend to be less expensive.   This is common where there are multiple airports.   Washington DC,Chicago, Houston.   [redacted] called to change his return date.  There was a lot of correspondence back and forth regarding the cost.   [redacted] agreed to the change however when the agent sent over it over to the ticketing department to complete the ticket exchange they advise it was not possible. Per the rules of the fare.   I am confused as to if the change was ever made. As a courtesy we are refunding the requested $425.00 due to the inconvenience [redacted] incurred.

All refund has been credited to my credit card from the airline tickets purchased from Traveler Help Desk, therefore, my complaint issue has been resolved. Thanks to Revdex.com for helping get the communication going with this company so that the issue could be resolved.[redacted]

We are in contact with [redacted].   His refund is being processed this week.   There was confusion regarding his email.  Apparently it went into the trash email.   We do apologize and will have this resolved by the end of the week.

refund has been processed. Refund Detail For ID: [redacted]ReceiptTransaction InformationMerchantLBF Travel IncMerchant Account[redacted]Transaction TypecreditRefundyesAmount$1,339.81 USDTransaction DateMar 10 2018, 11:54 AM CSTOrder ID[redacted]StatusSettledSettlement...

Batch2018-03-10_Travelerhelpdesk_[redacted]Descriptor Name[redacted]Descriptor Phone[redacted] Refunded Transaction[redacted]Fraud Tools InformationCVV ResponseNot Applicable (A).AVS ResponseStreet Address not applicable (A). Postal Code not applicable (A).Device Data CapturedFalseCustomer InformationName[redacted]Email[redacted].[redacted]@gmail.comPhone[redacted]Paym...⇄ InformationPayment TypeCredit CardCard TypeVisaCardholder Name[redacted]Credit Card Number[redacted]Expiration Date[redacted]Billing[redacted]
[redacted]
[redacted]
[redacted]
HistoryTimestampStatusAmountUser03/10/2018 11:54:45 AM CSTSubmitted For Settlement$1,339.81 USDCP: Advin03/10/2018 12:56:56 PM CSTSettled$1,339.81 USD©2008-2018 [redacted], a division of [redacted]l, Inc. All rights reserved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The manage came on the phone and told me that they have to pay the airline $1,202 which would be refunded to me after the cancellation. I called the airline (PIA) and they said that they do not collect a refundable processing fee from the travel agencies and they did not get $1,202 from the SmartFares. SmartFares manager told me on the phone that the have to pay this fee to the airline but it would be refunded, an obvious misstatement that the airline denied. Also note that I am paying approximately $400 for cancelling my ticket. On top of the $400, SmartFares want to keep the additional $1,202 they tricked me into paying them. That is a total of $1,602 for cancelling the ticket more than two months ahead of my travel schedule due to a serious medical emergency in the family. Any reasonable person would agree that what they are trying to do is totally unfair business practice. PIA did not collect $1,202 from them, which the manager stated over the phone. He also clearly stated that the airline collects and returns this fee. By the way, my daughter bought her and her daughter's ticket from Travelocity for approximately same price and promptly received the full refund. I now know that I should have gone with a more reputable business but SmartFares should not be allowed to get away with this malpractice and falsifying to their customers collecting hefty cancellation fee. My reason for cancellation is readily accepted by other reputable travel agencies.
Regards,
[redacted]

I show tickets were booked and issued.  An email is sent with the confirmation and itinerary.   There is no email with their eticket as everything is electronic.   Per the documentation [redacted] called to make changes on Mar 19.  She was informed the cost to make the change...

and agreed to it.  Changes were made and email confirmation was sent. We received a credit card dispute for both the airline ticket and the cost to make the change. We received a message from [redacted] on March 27 wanting to confirm her booking details.   She then asked what the cancellation policy was.  Agent advised ticket is non refundable. [redacted] knew she had a ticket because she called [redacted] to cancel her non refundable ticket. We confirmed with [redacted] she cancelled her booking. It appears [redacted] agreed to make original changes.   Had she really wanted to cancel our agents would have done for her but she agreed to the changes and cost.  She received her confirmation via email.Because she has credit card disputes on all charges there is nothing more we can do for this client.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

Revdex.com,I show this customer was charged the agreed upon amount of $If the customer still feels he has been charged more than this, I would need to see a credit card statement showing that.I've attached an invoice for this sale for the customer's records.Regards,
",sans-serif>[redacted]
Senior Executive Administrator
DIRECT: ###-###-#### – FAX: ###-###-####
EMAIL: [redacted]@lbftravel.com

Revdex.com,All fees were refunded to the client on March 19th, The funds may take up to business days to return to the customer's credit card 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]

Revdex.com,
Please have this customer provide a reservation number or ticket numberI am unable to find the reservation based off of the email address provided to Revdex.comRegards,
",sans-serif>[redacted]
Senior Executive Administrator
DIRECT: (858) 429-x [redacted] – FAX: [redacted]EMAIL: [redacted]

Revdex.com,
I have refunded the disputed amount to the customerAttached is a receipt of the refund
The funds may take 5-business days to return to the customer's card depending on the policies and procedures of their card issuing bank
Regards,
"margin: 0in 0in 0pt;">[redacted]
Senior Executive Administrator
DIRECT: ###-###-#### – FAX: ###-###-####EMAIL:[redacted]@lbftravel.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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. thank you very much for your help, if not because of Revdex.com, I don't think that I will be able to get my money back, because Smartfare been telling me that refund been processed since 7/17, which they never did. I asked for prove they keep on ignore me.....until after I filed complaint thru Revdex.com, they finally refund me on 8/15 at 8:10PM. Thank you! It was much appreciated!  
Regards,
[redacted]

Revdex.com,I have refunded this customer for the disputed amountI have attached a receipt of the refund for their conveniencePlease note that refunds may take business days to refund to the customer's card depending on the policies and procedures of their card issuing bank.Regards,
",sans-serif>[redacted]
Senior Executive Administrator
DIRECT: ###-###-#### – FAX: ###-###-####
EMAIL:[redacted]@lbftravel.com

Revdex.com,I have refunded the disputed amount to the customerAttached is an invoiceFunds 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]

Revdex.com,Class of service would have nothing to do with the boarding of the planeThis customer was listed by the airline as a no showWe called the airline and confirmed he was a no showHe most likely showed up late and missed his flight.Regards,[redacted]
","sans-serif">Senior Executive Administrator
DIRECT: ###-###-#### – FAX: ###-###-####
EMAIL: [redacted]

Revdex.com,
This customer's booking was never confirmed and he was never charged by our companyHe received an initial email stating that we received his reservation requestThis email clearly states:
"margin-bottom: 10px">Please note that reservation requests are only confirmed once the airline has issued a ticket numberA second and final email with ticket numbers will be sent to your email address within hours (up to on the weekends) indicating that a ticket has been issuedYou can monitor your reservation request on our MyReservation PageWe were unable to ticket this reservation and the customer was never chargedRegards,
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-x [redacted] – FAX: [redacted]EMAIL: [redacted]

original quote email sent  before ticket  issued clearly shows 2 connections each way From: SmartFares Reservations <[email protected]> Sent: Monday, March 12, 2018 12:36 AM To: [redacted]@gmail.com Subject: SmartFares Itinerary   ...

  Hello [redacted] Thank you for choosing SmartFares for your travel plans. We know that you have a choice in making travel arrangements and we appreciate your business. If you need any assistance, please contact us at 877-245-[redacted].   Need a place to stay? Find discount hotel rates for your upcoming trip. Book now and save.   Need a car rental? Find cheap car rental deals today. Explore your destination city for less.   Need Passport or Visa? Get fast, easy, and secure visa/passport service. Expedite visa applications to over 150 countries.   Flight Reservation Code: [redacted]   Saturday, March 31, 2018 Ho Chi Minh City, Tan Son Nhat - Las Vegas, Mccarran Intl Depart: 2:25 AM Ho Chi Minh City, Tan Son Nhat Arrive: 6:20 AM Guangzhou, Baiyun China Southern Airlines Flight: 6090 Economy Class Depart: 11:45 AM Guangzhou, Baiyun Arrive: 12:15 PM San Francisco, San Francisco Intl China Southern Airlines Flight: 659 Economy Class Stops: 1 Depart: 4:05 PM San Francisco, San Francisco Intl Arrive: 5:38 PM Las Vegas, Mccarran Intl China Southern Airlines Operated By: Virgin America Flight: 1866 Economy Class Wednesday, April 25, 2018 Las Vegas, Mccarran Intl - Ho Chi Minh City, Tan Son Nhat Depart: 6:20 PM Las Vegas, Mccarran Intl Arrive: 7:49 PM Los Angeles, Los Angeles Intl Alaska Airlines Flight: 1491 Economy Class Depart: 11:50 PM Los Angeles, Los Angeles Intl Arrive: 5:40 AM Guangzhou, Baiyun China Southern Airlines Flight: 0328 Economy Class Depart: 9:15 AM Guangzhou, Baiyun Arrive: 11:00 AM Ho Chi Minh City, Tan Son Nhat China Southern Airlines Flight: 3069 Economy Class   Passenger Type Passengers Ticket Price Taxes & Fees Total Adult 1 $874.00 $301.33 $1,175.33 Total Trip Cost: $1,175.33 USD *Additional baggage fees may apply: China Southern Airlines *Additional baggage fees may apply: Alaska Airlines Billing Information: [redacted]   Please review your itinerary carefully to ensure that the following key items are correct. Passenger names must be the same as on the passport (international travel) OR Driver’s License (domestic travel). Review departure/arrival dates, times, origination/destination cities, stopovers and connections. Please note that reservation requests are only confirmed once the airline has issued a ticket number. A second and final email with ticket numbers will be sent to your email address within 24 hours (up to 72 on the weekends) indicating that a ticket has been issued. You can monitor your reservation request on our MyReservation Page. In case you get notified that your credit card was declined, please call us right away Toll Free at: 877-250-9593 or if you are outside the US/Canada call: +1-858-256-7279 Airline tickets are non-refundable, non-changeable and non-cancellable. In certain cases, an airline may allow a ticket to be changed for a fee, plus the increased cost of the new ticket. Changes: Call us Toll Free at 877-250-9512. If you are outside the US/Canada please call +1 858-256-7278 to make any kind of changes in the itinerary. Fees will apply due to airline penalties, fare differences, and other factors in order to change the itinerary. Cancellations: Call us Toll Free at 877-250-9512. If you are outside the US/Canada please call +1-858-256-7278. Your booking should be cancelled at least 3 hours prior to the scheduled departure time of your flight. Cancellations can only be processed over the phone. As the traveler, you are responsible for all necessary travel documents and making sure that all are current (Passports, Visas, Driver's License). Please visit TSA for any questions regarding this, as well as information on check in procedures and airport security. Travel insurance is important – you never know what can happen. Call us toll free at 877-251-8433 to purchase travel insurance coverage if you have not done so already. Check-In: We recommend arriving at the airport 2 1/2 hours prior to your departure for international flights and 1 1/2 hours prior to your departure for domestic flights. Still have questions? Visit our FAQ page or call us at 877-245-[redacted]. Our agents are available 24 hours a day, 7 days a week to assist you. You can also email us at [email protected].

Revdex.com,
I have refunded the $charge to the customerThe funds may take up to business days to return to the customer's account depending on the policies and procedures of their card issuing bankRegards,
",sans-serif>[redacted]
Senior Executive Administrator
DIRECT: (858) 429-x [redacted] – FAX: [redacted]EMAIL: [redacted]

Revdex.com,I have sent a note to our HotelWiz programmers to completely remove this customer's information from our database.I apologize for the inconvenience she has enduredI am confused if there still needs to be a refund issued here or notPlease have the customer clarify.Regards,
",sans-serif>[redacted]
Senior Executive Administrator
DIRECT: (858) 429-x [redacted] – FAX: [redacted]
EMAIL: [redacted]

Revdex.com,It appears that the full amount was refunded on 12/15/to this customerI have attached a screenshot of the refund from our accounting system.Please confirm that the customer received a full refund.Regards,[redacted]
",sans-serif>Senior Executive Administrator
DIRECT: ###-###-#### – FAX: ###-###-####
EMAIL: [redacted]@lbftravel.com