Smartfares

Revdex.com,This customer has disputed the entire amount charged for the newer hotel purchase with his credit card company. We cannot issue any refund during a dispute due to the possibility of the double refund.If the customer agrees to cancel that dispute, we will issue a refund for the difference between the two motels: $116.55.Regards, 
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: [redacted]
EMAIL: [redacted]

Revdex.com,
We are not responsible for Visa/Passport issues. The terms and conditions clearly state:
"Times New Roman"">The customer is responsible to have all valid travel
documents for overseas flights, such as: passport, visa, inoculation
record, etc. 
Furthermore, the reservation request clearly states:
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.
This is not the responsibility of our agency.
Regards,
[redacted]Senior Executive Administrator
DIRECT: ([redacted]
EMAIL: [redacted]

I will be happy to contact her directly.  We will look at alternatives.   Fares change constantly.  
I will explain this to her.  She should have received a call back and will look into this.

Revdex.com,This customer does have two valid reservations. Does the customer want to keep either of them before I start working for a refund? The confirmation emails were sent to the customer's email that they provided the Revdex.com and these are legit bookings that were made by the customer through the website,...

not over the phone.Travelerhelpdesk Reservation Code:
[redacted]
Airline Confirmation Code(s):
United Airlines : [redacted] 
Traveler(s):
[redacted]
Ticket Number(s):
Document [redacted]
Document [redacted]
Itinerary:
BALTIMORE, WASHINGTON MD(BWI) to NEWARK LIBERTY INTL, Newark NJ(EWR)
United Airlines # [redacted]
DEPART 12/29/2014 10:43 AM
ARRIVE 12/29/2014 11:52 AM
NEWARK LIBERTY INTL, Newark NJ(EWR) to PBEACH I, WEST PALM BEACH FL(PBI)
United Airlines # 665
DEPART 12/29/2014 03:07 PM
ARRIVE 12/29/2014 06:08 PM
PBEACH I, WEST PALM BEACH FL(PBI) to NEWARK LIBERTY INTL, Newark NJ(EWR)
United Airlines # [redacted]
DEPART 01/04/2015 12:36 PM
ARRIVE 01/04/2015 03:29 PM
NEWARK LIBERTY INTL, Newark NJ(EWR) to BALTIMORE, WASHINGTON MD(BWI)
United Airlines # [redacted]
DEPART 01/04/2015 05:11 PM
ARRIVE 01/04/2015 06:26 PMLowcostairlines.com Reservation Code: [redacted]
Airline Confirmation Code(s):
US Airways :[redacted]  
Traveler(s):
[redacted]
Ticket Number(s):
Document [redacted]
Document [redacted]
Itinerary:
R REAGAN NATIONAL, WASHINGTON DC(DCA) to PBEACH I, WEST PALM BEACH FL(PBI)
US Airways # 746
DEPART 12/29/2014 11:30 AM
ARRIVE 12/29/2014 02:02 PM
PBEACH I, WEST PALM BEACH FL(PBI) to DOUGLAS, CHARLOTTE NC(CLT)
US Airways # [redacted]
DEPART 01/04/2015 05:00 PM
ARRIVE 01/04/2015 06:55 PM
DOUGLAS, CHARLOTTE NC(CLT) to DULLES INTL, WASHINGTON DC(IAD)
US Airways # [redacted]
DEPART 01/04/2015 07:49 PM
ARRIVE 01/04/2015 09:06 PM
*Additional baggage fees may apply: US Airways

Revdex.com,
We refunded $921.99 on 5/12/15 to the customer's card ending in 5128. The balance was issued to him via check directly from the airline. It appears this case is completely resolved.
Please have the customer update me if there are any outstanding...

issues.
Regards,
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: [redacted]EMAIL: [redacted]

I book a flight with smartfares on October 8th to fly to mexico on December 13th. They aent me an email with my booking number amd the next day I saw a charge on my account. Here it is December 12th and I call the airlines to confirm my flight. The airlines cant find my booking number nor my name on the flight. So after 4 phone calls I find out that smartfares canceled my flight. They said they aent me an email but I did a search on my email and the only email I received from them, besides soliciting mail, was my itinerary. They did refund my money the next day back in October, but I didnt notice it as it was my business account and we have deposits around that amount everyday. So I ended up having to pay double to rebook my flight as now I have to pay for next day rate. My husband and son are already in mexico waiting to pick me up from ky fliggt so I couldnt make it another day. I was shocked that they canceled it for no reason and didnt get ahold of me. Ofcouse.. maybe this is their way to make extra money as my original flight was $634 and now im having to pay $1370.. I had to wipe out my whole checking account just to be with my husband and son for Christmas.

To Whom it May Concern,
From: Shianti [redacted]
Re: Complaint against SmartFares.com customer service desk.
On Thursday October 29, 2015 I went to the website to book my father a roundtrip ticket from New York to Orlando. When the site opened up it was automatically on roundtrip and it had my destinations in already, because I had been searching other sites for the cheapest fares with the same dates on all of them. So on SmartFares all I had to do was put in my Depart Date and Return Dates which were 10/31/2015 – 11/7/2015 then I clicked search. The search brought me up several different times with both depart and return dates and times. I found on the screen that I saw was Jet blue leaving La Guardia NY at 1:30 pm and arriving in Orlando at 4:23 pm on 10/31/2015, and the return flight was on November 7, 2015 leaving Orlando at 10:10am arriving La Guardia at 12:39 pm. When I called in to find out where was my itinerary for the returning trip, I was told that I booked a one way ticket. As you can imagine I was very confused. So I asked the agent [redacted] ID# 1627 how could that be, because their main page started with a roundtrip selected. And that all my information was already populated because I had been searching other sites, and he told me that I must have changed it. Then I told him that I had a return time that I saw on the page and that is what I selected. He got very rude with me and that is when I got very upset, because I couldn’t understand how that could have happened and I needed someone to explain it to me. After a few minutes I asked to speak with his supervisor whose name is [redacted]l ID# 198. And when he thought he had put me on hold to transfer the call, he called me [redacted]. So as you can imagine I was livid. This situation had been taken to a whole new level. I explained everything to the supervisor and told him what his agent [redacted] had called me, and I didn’t get anywhere with him. So I told him that I felt the company was [redacted] and I will be reporting this to the correct places I need to. Also I am taking this to social media, and the news. I feel the website had a glitch that night because there is no way that I changed their auto populated roundtrip to one way. I also am calling for a boycott of this website.
Below you will see a screenshot of what I saw but with different dates.
Thank you,
Shianti [redacted]

I have researched this matter.   I belive Mr. [redacted] is due a refund.   I am showing his tickets are refundable less the penalty.  I have reached out to my airline accounting team to request the 2 tickets to be refunded. Less the penalty.  Which I am showing to be...

$300.00 per ticket at this time.  I will inform Mr. [redacted] with the process is complete.

Revdex.com,
Please have the customer specify what amount he was due to be refunded and I will process it. Please have him email me as well at: [redacted]
This matter was escalated beyond me and I did not realize it was not handled.
I will handle this as soon as the customer gives me the information I need.
Regards,
 
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858)
408-3815EMAIL: [redacted]

Revdex.com,
I am not seeing any record of an infant in this booking. If this was a mistake on our agents part, please let me know. Have the customer state how much she paid for the infant ticket from the airline directly.
Regards,
[redacted]
Senior Executive Administrator
[redacted]

Revdex.com,
I'm showing that the reservation originally booked for this customer ([redacted] was voided and this customer was never charged. Please have this customer provide a copy of their credit card statement showinging that they were actually charged for the $805.20.
I'm showing it was...

originally booked on 8/27/14 but was voided on 8/31/14 and the charge should have never hit the customers statement.
Regards,
[redacted]
Senior Executive Administrator
LBF Travel, Inc.

From: [redacted] & [redacted] <[redacted]>Date: Tue, Nov 24, 2015 at 6:59 AMSubject: RE: You have a new message from the Revdex.comTo: [email protected], be advised that as of today I have not received the refund that was supposed to be  sent on 11/16/2015Thank you for cooperation[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.
Ms. [redacted], 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 available. This is industry standard when booking directly on the airline site as well as hotels, cars rentals, etc. If that small piece of code was added to your website it would virtually eliminate any confusion on the customers part. This is the basis for my complaint not that I didn't pay attention to what was or was not chosen as to the flight dates. I 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,[redacted] home[redacted] cell

Tell us why here...I researched the complaint.   Ms. [redacted] booked these flights over the phone with one of our agents on Nov 2, 2015
Ms. [redacted] received an email confirmation showing dates and times.   This was sent on November 2,...

2015.   She was told at this time to double check everything.  Make sure dates are right, names routing. The reason for this is after 24 hours we are unable to change anything without a penalty.
Ms. [redacted] didn't contact us until April 27 2016.   All tickets are under penalty of the airlines.   Ms. [redacted] was advised we can help her make a change in dates. However she will have to pay the penalties that the airlines charge, plus the difference in the new fare.
This is why it is so imperative to double check your itinerary the minute you receive the email.

email I sent to Ms. [redacted].
Ms. [redacted], 
 
I left you a voice mail to discuss your situation.  I am showing you made a reservation for [redacted] on June 25.  Flying round trip from San Diego to San Francisco July 4 -July 9.   I can understand your...

concern.  Because this is a third party credit card, it automatically goes thru our system to verify the credit card for fraud.  Once this was verified it is sent over to ticketing.  Keeping in mind this is all automated.  The $1.00 charge is part of this verification.   It gets dropped off.   This is only an authorization.  Not an actual charge.  The credit card was declined Jun 26 when it when to ticketing.   This could have been due to the problem with your credit card.  We are a secured site. Below you will see the email sent regarding your credit card decline.   We only have 24 hours to issue a ticket.   After that it has to be repriced.  Sometimes the fare will change.   In this case it is last minute and the fare did go up.   This is out of our hands.   As far as the confirmation you received.   You are originally sent an email saying your request has been put in.  You will get a second email once it has been ticketed. This is when you receive your airline confirmation.
It gets confusing as there are two confirmations.  One for us thru our system. The other is with the airlines directly. The email below advises you to call us immediately regarding your booking so that you don’t lose the fare. 
Please contact me directly with any further questions.  I will be happy to discuss with you.

Revdex.com,
I can only locate a $300.00 charge on the record locator that the customer provided: [redacted].
Are there any other reservations that the customer can provide me? I will gladly refund that fee if this resolves the...

problem but I cannot find the $650.00 that this customer is referring to.If she does not have another reservation which I can pull up, I am going to have to request to see the fees from us on her bank statement as I cannot find them.
Regards,
 
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: [redacted]EMAIL: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10193652, 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.
The answer to the question that was asked by SmartFares is no, the tickets were not used because they cancelled the tickets with me but did not cancel them with Spirit Air Lines. Spirit Airlines called me because there were two reservations for me. I advised them that the first was or should have been cancelled by SmartFares. They cancelled the tickets and refunded the flight amount of $508.36. I asked about the balance, they indicated that the $184.00 was a fee that SmartFares should refund. I feel that their service was deceptive and poor. They did not provide any service to me therefore, I do not owe them an fee. I want my $184.00 they charged me to be refunded and the case will be closed.
 
 
Regards,
[redacted]

Revdex.com,
I spoke with this customer on the phone twice today. We will definitely be able to get a refund to the customer minus penalties or have credits maintained on the airlines. The customer is stating there were additional penalties incurred from our company and is going to provide...

her credit card statement showing them. For any charges that came from our company, we can refund them in full.
Regards,[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858)
408-3815EMAIL: [redacted]

Revdex.com,
We have approved refunds for this customer. Please have him confirm his current address in case we need to send a paper check.
I need the address to be sent to my email address: [redacted]
The refund will be processed on Monday. If we are unable to credit the card that the customer used, we will issue a paper check to the address that he provides us.
Regards,
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858)
408-3815EMAIL: [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.
I have not had any further correspondance from Smart fares or LBF Travel Inc.   I paid $349.30 for a total of $698.60 for the plane tickets.  The Agency actually purchased the airline tickets for $319.30 for a total of $638.60  They also added a charge of $60. and another charge for $200.   The agency should refund the extra $60. I overpaid and refund the extra  $60. which they charged for a total of $120.   I do not believe that they can charge more for the tickets than what they paid for them, due to the fact that they did not contact me about any changes in the purchase price. They also  should void the $200. fee as they did not follow the contract, purchased the tickets for less and did not contact me. They made no attempt to credit my credit card account for the first set of tickets at $349.30 each.   I contacted the credit card company and had them deduct the tickets for $319.30 each as they were never discussed with me. 
Smart fares and/or LBF travel Inc. still need to credit my credit card account for a total of $120. and $200 for a total of $320.   This travel agency is absolutely corrupt.   I have all of the e-mail correspondance which occurred between us. 
I have thus far been very civil.  If this issue is not resolved in an honest manner, I will persue it further.  
Regards,
[redacted]