Smartfares

We understand the concern regarding multiple calls.   This is not our normal practice.  Normally one call is made to suggest cancellation insurance.  It is possible the agents neglected to notate the record they had been contacted. We will pass this information to our...

insurance department to make them aware of the situation.

Revdex.com,I have refunded this customer the disputed amountIt may take up to business days for the funds to return to the customer's account, depending on the policies and procedures of their card issuing bankI have attached a receipt for your convenience.Regards,[redacted]
","sans-serif">Senior Executive Administrator
DIRECT: ([redacted] – FAX: (858)
408-
EMAIL: [redacted]

The first confirmation shows still processing.  No confirmation number.   This was sent on Dec 5 at 717am.The second email showing cancellation was sent on Dec 5 at 1243pm.   Last minute booking.  Unable to confirm.

Revdex.com,Our agents quote a total price to all customers and they clearly state that the total includes taxes and fees and is in US dollars. This is not a bait and switch. The customer agreed to the total cost and this has not been disputed.Regards,[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858)
408-3815
EMAIL: [redacted]









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email sent to Mr. [redacted] with confirmation showing the refund of $100.00. We apologized for any misunderstanding

Revdex.com,
The two $349.30 airline ticket charges were voided and should have never hit the customer's account. The two at the $319.30 were valid, which the customer states he received his money back on. This means that he got his money back on the airline tickets and never paid for...

them.
Can the customer please clarify?
Regards,[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858)
408-3815EMAIL: [redacted]

spoke to [redacted]   advised when you book airline ticket online it is very important to double check everything before you click purchase.  Names spelling, dates, times, routing.   Generally if tickets have been issued we do charge a fee to void and rebook.  Only if it...

is within our void period.   In this case our agent charged $110.00 to void and rebook.   This is not uncommon as it is a lot of work and takes agents away from calls. As a courtesy we have refund the fee of $110.00.  I emailed Ms. [redacted] confirmation showing refund processed

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.I have talked to my bank and I'm still waiting for confirmation from them.
Regards,
[redacted]

I have researched Ms. [redacted] situation.   Her original request came back unable to confirm.  This is sent to our salvage department.  They called Ms. [redacted] to offer an alternative.  Since she declined the alternative her credit card should have automatically been...

voided.  This was not done in error due to computer issues. I have processed the full refund today.  I sent Ms. [redacted] a confirmation showing the refund has been processed.

Mr. [redacted] ordered airline tickets on Aug 28, 2017.   He was sent an email on the same day stating see red below. There was a problem with his fare as [redacted] Airlines was unable to confirm the fare.   This automatically gets sent over to our salvage...

team.   Our salvage team generally will work on finding an alternative for the requested itinerary. Mr. [redacted] never received his 2nd email showing tickets have been issued.  He should have been contacted by our Salvage team.  I am working with my salvage team to find out who worked this and how it was handled.   In any case Mr. [redacted] never had tickets.  He never received his second email to confirm this.  Also he was never charged for the airline tickets.   This would have been a red flag also.  We are very sorry for any misunderstanding and inconvenience. Tickets are never guaranteed until ticketed.  We are unable to pay Mr. [redacted] for the difference in his new tickets.  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.  .

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 have sent a note to our collections department to cease all collection efforts on this accountRegards,
",sans-serif>[redacted]
Senior Executive Administrator
DIRECT: (858) 429-x [redacted] – FAX: [redacted]EMAIL: [redacted]

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.
Complaint # [redacted]After
I apply complain at Revdex.com , I complain also at General Attorny , and I
apply for Dispute at [redacted] Express couse they used it without
Authorization , I tried many many times  to reach to the Supervisor to
talke about my case with his travell agency  , I call by phone many
times too , every time they take my phone number and they said he will
call u soon but never happend , after that when I chat/and call by
phone  with smartfares employee  they ignore me completely , Finaly
after more tyhan one month trying I chat with the supervisor  and I
think he accept to talke to me by chating after he recieve some letters
about my complain from General attorny and Revdex.com , maybe more , he offer
to me first $125 , then he said that MR [redacted] send to me $230 , but I
told him I dont recieve nothing and he never offer to me that amount ,
then he said he will send to me $230 as a refund for paying my luggage
fees , After 2 days I was check my case at [redacted] Express  and I found
[redacted] Express give me back my wife tickets price $ 1,117.33. couse 
[redacted] Employee use it without Authorization , I
tried to talke with smartfares by on line and by phone to let him know
about my 2 kids tickets ( 4 years old , the second 4 month old) ,Since
the Mother ticket Canceled Automaticly  couse they used with
authorization and I get my money back by [redacted] Express , I still have
my 2 sons  tickets , and by the law they cant travell over seas alone ,
so thats what im trying to talke with smartfares , and I should get my
sons tickets refund back .I
was hopping to resolve my case with smartfares without complain to Revdex.com,
General Attorny , [redacted] Express , but because they ignore me on
phone and on line many many times and I tried manytimes to reach to Mr
[redacted] , the supervisor  always I have the same answer   leave ur
telephon number and he will call u  and he didnt , the only time I chat
with the supervisor before few days ago and I think he accept to chat
with me after he recieve letters from Revdex.com, General Attorney , maybe more
,   He was too late to talke to me after more than one month  he mean
to ignore me . and he offer to me $230,  untill now  October 27,  2015 i
dont see his check .I dont know if he told me the truth about the
refund or no? and im so glad I dont cancell my complains

I explained to Mr. [redacted] I will help resolve his issue when he returns to the United States. I have been in contact with him via email.

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. I would also like to know how would the business be refunding my payment if it's going to be through check or refunding the amount back on my debit card.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] Travel has requested more information about the charges I am claiming.
 
On 7/15/14 a charge of $449.93 was made to my bank account by [redacted].
On 7/15/14 a charge of $179.28 was made to my bank account by [redacted]
On 7/15/14 a charge of $$27.07 was made to my bank account by [redacted]
I believe all of these charges relate to a cancelled hotel booking with the [redacted] in Suffern, New York State.
I hope this clarifies the situation and will allow [redacted] to quickly resolve my complaint.
 
[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 could not find anything under the locator that the customer supplied. I found a reservation booked on 6/15/15 that is five days later than the customer stated. The locator is [redacted].
Please have him confirm that this is the correct booking. If he needs to rebook, I can arrange for him to speak with a senior travel agent based in our San Diego office.
Regards,
 
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: [redacted]EMAIL: [redacted]

Ms. [redacted] was advised about a schedule change with her flight itinerary on March 29.  Agent found alternate flight on a different day.  She agreed to this change.    She then called back after she decided to not take the change and requested a refund for the entire...

ticket.We then put in a request to refund her tickets.  They were booked thru one of  our consolidators.  As this is a third party it does take some time. Which we advised. April 5 she called again to inquire about the refund.  She was informed she will get her refund however it does take time. She was advised she would see the refund within 1 - 2 billing cycles.  Common practice.   On April 8 she filed a credit card dispute. Because of the credit card dispute there is an even longer delay.  This backs everything up because we have to wait for the bank to resolve.    We advised there will be no problem in getting the refund.  Because of the credit card dispute I cannot say how long the refund will take at this point.    It will either come from her bank or from us.  But we have to wait now for the bank to make their decision.     There was no need to dispute the charge with her bank.

We have resolved this issue.   We booked his cousin on alternate flights at no extra cost.

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.At this point, I can only say that I did not receive an e-ticket even though that is what the agents at this business said they would provide me.  I only received an e-mail from them.  This email didn’t have any seat assignments with it even though I asked the company to provide this info and they said they would “in 2-3 hours, don’t worry”. In addition, I could not find any reservation with [redacted] because I used the "reservation number" given to me by this business thinking that this was the actual Record Locator.  I cancelled the reservation with AA five days later when I found out the actual Record Locator embedded within the "email", NOT E-TKT.  I want to terminate all dealings with this company because I feel their communications were deceptive.  I have read many, many complaints about this business similar to my experience on the Revdex.com website.  Again, I stopped any payments and eventually cancelled my airline reservation because I could not get a satisfactory answer to my numerous questions and only "agreed" to their requests online because I thought it would help me resolve the problems I was having confirming my reservation.  I also want to reiterate that the company has threatened to “resolve” this issue by turning this matter over to their “legal department”.  I tried to resolve this myself after a number of days went by without receiving any E-ticket or finding any real evidence of an airline reservation and not getting any satisfactory response from this company due to lack of any worthwhile communication.  I took the actions that I did to prevent what I felt was becoming a scam. Regards, [redacted]