Smartfares

Revdex.com,
Please have the customer send me the emails from [redacted] about the refunds. If something was supposed to be refunded I can take care of it. I will research the refund in the meantime, but I need to see the emails.
Regards,
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599...

x [redacted] – FAX: (858) 408-3815EMAIL: [redacted]

Revdex.com,
Everything on this reservation was fine. Our supervisor, [redacted], did a conference call with the customer and the airline on 10/6/15 and confirmed that the tickets were issued and valid. They said it may take 24 hours for the airline system to update. It appears this complaint...

was filed the same day. Everything should have been resolved as the tickets were valid and we sent the customer a confirmation with valid ticket numbers.
Regards,
[redacted]
Senior Executive Administrator
LBF Travel, Inc.

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 sent us an email saying that our reservation saying that the Bar Harbor to Boston and Boston the Newark were confirmed.  I provided that email as part of the documents that I shared.
Regards,
[redacted]

Tell us why here...I show our agent [redacted] contacted Mr. [redacted] yesterday Mar 5, 2016.   She was able to rebook his return on the correct date.  Unfortunately there was no availability for him to return around noon.    Mr. [redacted] agreed to the new return time at...

505pm on May 16 2016.  [redacted] complete the ticket exchange at no extra cost to Mr. [redacted]. 
We apologized and agreed this was an agent error. 
we have resolved this complaint

Tell us why here... I am not sure what he objects to.   We have no control over your credit cards.
That would be something to discuss with them directly.

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.
Regards,
[redacted] Are they serious?? They didn't answer a single issue I raised. But yes I did get my money back because I had my credit card cut off all contact with them. But my complaint wasn't about the money- it was and is about the unprofessional, sneaky and devious dealings of this third-party airline ticket seller. Never again and I hope others read about my experience and steer way clear of SmartFares or whatever name they are d.b.a.

Revdex.com,
I do not see any additional information submitted by this customer. He states that he is speaking with Mr. Harders. We already have a senior manager working on it as well. What is the further information that he submitted?
Regards,
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858) 408-3815EMAIL: [redacted]

Revdex.com,I cannot locate a duplicate charge. Please have the customer send a copy of the bank statement that shows two charges from our company.Regards,
Roman";mso-fareast-theme-font:minor-fareast;
color:gray;mso-no-proof:yes">[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: [redacted]
EMAIL: [redacted]

refunded $46.00.  After research realized this was issued in error.
Advised Ms [redacted] of refund.

Revdex.com,
I explained the fees in my last response. This customer did not provide any new information.
We do not control airline fares. If there is a difference in fare, or an airline penalty to exchange a ticket, we have no control over the airlines rules.
Our company also charges an exchange fee which is clearly laid out in our terms and conditions. Exchanges are very time consuming and only well trained, experienced travel agents can perform them. We have to charge a fee for this service.
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 find that this resolution would be satisfactory to me. The remainder of the refund has now been received and this complain can now be closed.
Regards,
[redacted]

I used this company to purchase airfare tickets for a small group (7 tickets). I paid using a credit card and got a confirmation from Smartfares. However, they never sent all seven ticket numbers - 1 was missing. After contacting them numerous times and getting all kinds of excuses and delays, they finally confessed that the same flight was not available for the 7th passenger. They refused to refund or work with me in any way and would not answer calls or emails. As a last resort I turned to my credit card company who was able to resolve the issue for me.

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, with following reservations:1) Since it takes up to two weeks for refund to be made to Credit Card, I would like to reserve acceptance for 15 days from today in order to make sure payment has been made.2) I received an email from the Supervisor of Customer Service at [redacted] (parent corporation I believe) that stated the actual refund which has been processed is not for the amount shown on the Revdex.com site ($32.21), but for the entire amount I was seeking which is stated in email as being $475.75.If both of the above conditions are met I will accept this as a satisfactory resolution. Thanks to Revdex.com!
Regards,
[redacted]

ID [redacted]
 
RE: Complaint against Smartfares on 6/26/14
 
Dear [redacted] and [redacted],
 
This issue is NOT RESOLVED and should not be closed. I have responded to emails, and have given Smartfares the information they needed twice via email and phone. I have not yet received my full refund as promised. Please reopen this complaint until it is resolved and I have received my full refund.
 
Thank you for your assistance.[redacted]

Revdex.com,
I sincerely apologize for the trouble this customer had reaching our company. We have upgraded our phone system recently, as well put in a redundant internet connection for our remote call center location in order to hopefully avoid problems like this in the future. It appears...

this customer did get a hold of an agent successfully and was able to cancel his reservation. A ticket was never issued and this customer was never charged.
Once again, I apologize for the time wasted. If this customer would like to book again, he can contact me directly and I'll have a senior travel agent in San Diego book him over the phone with all fees waved.
Regards,[redacted]
Senior Executive Administrator
DIRECT: ###-###-#### – FAX: ###-###-####EMAIL:[redacted]@lbftravel.com

We had one of our Spanish speaking agents contact the passenger.    It appears the problem was with American Airlines not us.   This is something she will need to take up with American. They had an overnight in Dallas.    She said her boarding pass said Gate...

D. In the morning that is where they proceeded to go. However American had changed the gate.  Apparently this change resulted in the passengers missing the flights.   In speaking with American Airlines they state the tickets were exchanged in Dallas.
It appears this is something that needs to be taken up with American direct.

Revdex.com,I apologize for the experience this customer had. However, if the customer was not charged, there is nothing I can do to rectify the situation from a refund standpoint.If the customer would like to book again in the future, she can contact me directly through my information below and we will...

waive all fees.Regards,[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x 5[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.
They take a month to respond with generic responses. ..I included my Booking/ Confirmation/Order # , Dates and Amount .... how more  detailed can you be ...
Regards,
[redacted]

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]

I responded to Ms. [redacted] on Dec. 1. Below is the email sent.
From: [redacted] <[redacted]>Sent: Tuesday, December 1, 2015 2:03 PMTo: [redacted]Subject: regarding Revdex.com complaint
 
 
Ms. [redacted],
 
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 request. This 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 [redacted] was nice enough to refund the return flight.  We are unable to refund anything as the airlines has the money. We do not. I show the email was sent to you with the itinerary you chose. It 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,
 
[redacted]
Supervisor Customer Service
+1 (858) 429-7599 ext. [redacted]
4545 Murphy Canyon Road
Suite 210
San Diego, California 92123
Her response.
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