Smartfares

Revdex.com,
This customer never had tickets issued. He should have received the initial reservation request that I have attached. It clearly states:
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.
A second confirmation email with ticket numbers was never sent out. When the reservation request was cancelled due to the inability to confirm the reservation, and automated email would have been sent from the Global Distrobution System. Unfortunately, it appears that this customer made a typo on his email address when booking his reservation. If you look at the invoice and the reservation request emails that I have attached, the underscore is omitted in the email address, which is included on the Revdex.com complaint. The emails would have been sent to the email address that were entered into our system: [redacted]Regards,[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858)
408-3815EMAIL: [redacted]

I am showing [redacted] spoke to[redacted] one of our supervisors.   He was able to find the original fare by re booking British Air on the outbound. This allowed us to get the original fare.   [redacted] agreed.   Issue resolved.

Revdex.com,
 
We apologize for the inconvenience this customer experienced. I have refunded $400.00 to him. Please see the attached receipt. Funds may take up to 10 business days to return to the customer's account depending on the policies and procedures of their card issuing...

bank.
 
Regards,
 
[redacted]
Senior Executive Administrator
DIRECT: ###-###-#### – FAX: ###-###-####
EMAIL: [redacted]@lbftravel.com

Revdex.com,
I do not know how this customer was told that his credit card was declined. It appears the ticket was issued in a normal fashion and the customer received a confirmation email with valid ticket numbers (please see attached). It appears that as a courtesy we issued a refund to...

this customer in the amount of $105.00 on 6/10/14. Does the customer now consider this case resolved?
Regards,[redacted]
Senior Executive Administrator
DIRECT: ###-###-#### – FAX: ###-###-####EMAIL: [redacted]@lbftravel.com

Mr. [redacted] was sent an email the same day he booked.   The email states tickets are non-refundable.   Had he called withing 12 hours of booking. We would have been able to void everything with no penalty.   However he called 3 days later.  Unfortunately we have to go by the...

rules of the airlines.  All tickets are non-refundable and non-transferable.  You can hold the credit for future use.  Generally you have 1 year from date of issue.   However you are still have to pay the penalty the airlines charge as well as the difference in the new fare.  Mr. [redacted] has since disputed the charge with his credit card company.  This is not a valid dispute as he agreed to the ticket.   Below is a copy of the email sent to Mr. [redacted] showing tickets are non-refundable. 
[redacted]
TD
Travel Document <[redacted]>
  
Reply all|
Today 3:25 PM
[redacted]
Inbox
AGENT: FL BOOKING REF: [redacted] DATE: 26 AUGUST 2016 [redacted] BILLING ADDRESS: [redacted] 3[redacted] US MISCELLANEOUS FRI 02 JUNE 2017 ----------------------------------------------------------------------------- DEPARTURE: NEW YORK (EWR) 02 JUN - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - CONFIRMED GENERAL INFORMATION ----------------------------------------------------------------------------- GRAND TOTAL//INCLUDING TAXES AND FEES//339.85 [redacted] IT IS POSSIBLE THAT YOU MAY SEE SEPARATE CHARGES ON RII YOUR CREDIT CARD FOR THE PURCHASE OF THESE TICKETS THAT WILL NOT EXCEED THE AUTHORIZED AMOUNT. PLEASE CONTACT THE AIRLINE(S) 24 HOURS IN ADVANCE TO RE-CONFIRM YOUR FLIGHT(S). [redacted] BUYER AGREES TO ALL TERMS CONDITIONS OF SALE TERMS AND CONDITIONS ARE AVAILABLE BY REQUEST [redacted]NAME CHANGES ARE NOT ALLOWED.[redacted]TICKETS BOOKED ARE NON REFUNDABLE[redacted]CHANGES AND CANCELLATIONS[redacted]SOME TICKETS MAY BE CHANGEABLE FOR AN ADDITIONAL FEE TO MAKE CHANGES PLEASE CONTACT OUR CUSTOMER SERVICE DEPARTMENT AT 858-256-7282 AND OUR TRAVEL EXPERTS WILL BE GLAD TO ASSIST YOU 24/7 [redacted]
CHECK YOUR TRIP ONLINE[redacted]

Revdex.com,Both of these reservations were consolidator bookings so they were not our inventory. I am following up with both of them for details on the refunds. It does look like this customer was due refunds on both of them. I am confused why he only got a partial refund on the first reservations, as the...

refund request went through for a full refund and I do not see any penalties on this booking. I need the customer to clarify the following:For the $700.00 dispute: How was the refund processed to him - by check or by refunding the card? If it went to the card, I need to see the bank statement.We should have an update on the $4,000.00 one by end of business Monday. It appears that refund was submitted as well. I'm not sure why it has not reached the customer.Regards,[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: [redacted]
EMAIL: [redacted]

I spoke with Ms. [redacted].   This was an unfortunate situation.   Originally there was a problem with the credit card. It kept getting declined.  We tried to reach Ms. [redacted] a number of times. When we finally did get the card to go thru the itinerary was cancelled due to no...

ticket numbers.  I explained to Ms. [redacted] you always want to call the airlines or go online 24 hours prior to departure to avoid problems at the airport.  I also explained she never received the final email confirmation showing tickets issued.

Revdex.com,
I have refunded the $650.00 fee. Please see the attached receipt. Please have the customer confirm if they received a refund on the airline ticket portion yet.
Regards,
[redacted]Senior Executive...

Administrator
DIRECT: [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.
The response of this company is a classic avoidance of responsibility. These parasites did absolutely nothing for me before, during or after the incident.As it is clear that these sm will do nothing, I demand extending this complaint to all of the parties involved especially Aeromexico. As Aeromexico is a foreign corporationI would like the help of Revdex.com in persuing this matter. I demand an apology as well as a refund.Regards,[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.
The company refunded taxes on my plane ticket but they haven't refunded anything on the amount they charged for my plane ticket which is $600. I was wondering if there are any regulations on how much they can charge for a non-refundable ticket because as far as I know it can't be more than $300. Please correct me if I am wrong. And when I bought my plane ticket I DIDN'T SEE ANY INFORMATION ON THEIR WEBSITE THAT SAID THE TICKET I WAS BUYING WAS NON-REFUNDABLE. They are using tricky strategies to make people buy plane tickets. I am not satisfied with their response at all because if I knew the ticket was non-refundable I wouldn't buy it. I have limited income and that's a big financial burden on me. It is not fair! It is not ethical business! I cancelled my plane ticket over a month ahead of my flight and they have plenty of time to sell that ticket. Who knows how many times they are selling the same tickets! I just want my money back!
Regards,
[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 sent the requested documents showing the full fare I was charged.  Yes, the $200 was a fee charged to refund my ticket but I never received the refund.  That is precisely my complaint, I was charged as per the documents I have submitted, then after complaining I was offered a refund if I agreed to paying a $200 refund fee.  I agreed and then never received a refund.  The company still has my original payment for the airline ticket plus the refund fee.  If their bookkeeping is so faulty that they can't find the record, I suspect fraud by someone on their staff.  I have all the original documents and email, plus bank records as has been previously submitted.  If this cannot be resolved here I will be forced to take this to small claims court.  
Regards,
[redacted]

SMARTFARES - BE AWARE!! Initial booking great but absolutely horrendous if you have to make change. Not only do they charge you a $200 fee for each ticket which they disclose up front, they tell you you also have to pay fare difference. This is where they GOUGE you!! So after having to change outbound only 3 out of 5 tickets and paying close to $1300 above what we initially paid, we contacted the major airline directly to only find out that Smartfares pays less than 25% for each ticket in the first place and also for the "supposed non-refundable" you are buying through them, the airline reimburses them for those initial tickets as well!! After my husband spent close to an our on phone this morning with multiple supervisors for which 3 of them hung up on him, my only hope is to keep others from being GOUGED - mind you this trip was booked 2 months in advance. Real class operation they are running... Just be aware!!

Revdex.com,
Our websites state free cancellation within 12 hours. This customer booked a reservation on March 17th. This customer initially called into cancel because he realized his passport was expired. He called after the 12 hour window was expired. When told the cancellation penalty,...

he said to not cancel since he wanted to check with the embassy first to see if he could travel. The customer called us again on March 21st to change the reservation. There was a $300.00 fee to change the airline tickets. The customer declined to make the change. He then called back again the same day to check status on the confirmed flight.
The ticket is non-refundable but the passenger maintains credit with the airline in the full amount of the purchase price. It will cost $300.00 to change his ticket to a different itinerary.
Regards,
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: [redacted]EMAIL: [redacted]

Revdex.com,
I am showing this customer was charged a total amount of $538.00 for the trip. What does she feel is a fair refund for her troubles?
Regards,
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858) 408-3815
EMAIL: [redacted]

[redacted]Hello. Per the email verification, the address to said business, Traveler Help Desk (THD), does not provide an address without calling their toll free number. I supplied that address with my original Revdex.com complaint; however, for your convenience please refer to [redacted]...

[redacted] Also, please find attached the two pages of confirmation of said flight itinerary. Please find on page 2, line-item labeled 'Cancellations', in addition to the original complaint details.  Regards,  [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.
They have not offered me any money  or refund of monies owed or any explanation of why they have stolen a further AUD$300 from my account above the GRAND TOTAL shown to me on their website!!!As shown on my photo of their website my GRAND TOTAL  was AUD $2353.65 and yet they have withdrawn the following amounts23 October.    AUD $1469.4923 October    AUD  $1065.3723 October.   AUD.  $41.7826 October.  AUD  $44.08 foreign currency transfer fee!!!!26 October.  AUD. $31.95.foreign currency transfer fee!!!26 October.  AUD. $1.25.  Foreign currency transfer fee!!!!This company has so far taken from my bank account a total of  AUD $2653.92.       They have STOLEN from me over AUD $300 !  No where did they indicate they would charge foreign currency transfer fees and my GRAND TOTAL was displayed to me in AUD$!  It is scandalous how they are trying to rip customers off- if I'd of know I would have booked elsewhere, appalling  behaviour from a company.
Regards, 
[redacted]

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

Revdex.com, It does not appear this customer’s reservation was ever ticketed or confirmed. I cannot find any charges associated with this customer. If the customer still believes he...

is charged, please have him send me a copy of his bank statement to confirm. Regards, [redacted] Senior Executive Administrator DIRECT: (858) 429-7599 x [redacted] – FAX: (858) 408-3815EMAIL: [redacted]@lbftravel.com

I spoke with Mr. [redacted] this morning.   We are working together to find an acceptable fare that will work for his family. Ticketing was delayed because of the third party credit card and international routing. Unfortunately this was an invalid fare.

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]