Smartfares

Revdex.com,It appears that the final refund was processed on 4/1/15. Please have the customer confirm that he received the money and that there is nothing else pending.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]

[redacted]: I do not see the pieces of information I requested from this customer. The last correspondence in this dispute was from me asking for the following: 1. Have the customer forward the email to me: [redacted]@lbftravel.com - The copy and pasted version cannot be considered official.2. Show me a receipt or the credit card statement showing the amount that the customer ended up paying for the airline ticket at the airport.

Revdex.com,
Did the customer use this ticket? I cannot do a full refund. It costs money to exchange airline tickets to new locations. There are fees involved both from the airlines, our company, and sometimes a consolidator. In this case, most likely the agent offered to exchange the ticket with an...

airline fee as well as an agency fee. In order to help, they most likely waived or reduced our fee. Exchanges are time confusing and require diligent work. Only experienced agents are allowed to do them.
I'm showing the first leg of this flight has already left. Please have the customer give me an update of what he has used and we can attempt to offer a partial refund as a courtesy.
Regards,
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858) 408-3815
EMAIL: [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 spoke with Ms.[redacted].   We understand the confusion.   She originally called within 24 hours of ticketing.  In this case we would have been able to void the tickets with a penalty.   After 24 hours the tickets become non refundable.  She can use the credit...

for future use. However there is a penalty from the airlines.  Ms. [redacted] was quoted $500.00 because Air Canada charged $300.00 to change a ticket and United charged $200.00.   However she would not receive a refund as these are restricted tickets.  I went over this all with Ms. [redacted]. As a courtesy I am working with our ticketing team to see if there is anything they can do to waive the penalties.

I have researched Ms. [redacted] complaint.   She requested to cancel her tickets Dec 19, 2016.   Tickets were issued on Dec 6, 2016.   We only have a short window of 24 hours to void a ticket once it has been issued.  We explained this to [redacted].   We also explained if she sent us some medical documentation regarding the reason she has to cancel, we would submit to United for a waiver.    We would be able to issue a refund if United issues us a waiver.We never received any documentation as of yet.As it stands now her tickets are non-refundable.  Thank You, [redacted]Supervisor Customer Service+1 (858) 429-7599 ext. 12244545 Murphy Canyon RoadSuite 210San Diego, California 92123

I spoke with Ms. [redacted] directly.   We are working with her to try and locate the charge.   We see no charge at this time.   I tried to do a conference call with her bank. However they were unable to do a 3 way call with me.  I requested Ms. [redacted] to send me a...

copy of her bank statement showing the actual charge.   I will resolve this issue directly with Ms. [redacted].

I spoke with Ms. [redacted] directly.   I advised her the refund in the amount of $157.00 has been processed.   She should see this amount back into her account sometime this week. 
I advised her to contact me directly with any further questions.

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 transaction has not been removed from my account, until it is removed by the business on my card, per the statement I provided twice, it is not resolved.
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.
Regards,
[redacted] Here is a copy of the original reservation with ticket number as requested by Zack from LBS Travel.
Dear [redacted],
Thank you for choosing SmartFares (SkyScan) for your travel plans! Please note that your reservation is confirmed and tickets have been issued.
SmartFares (SkyScan) Reservation Code:
[redacted]
Airline Confirmation Code(s):
Virgin Atlantic : [redacted] British Airways : [redacted] 
Traveler(s):
[redacted]
Ticket Number(s):
Document [redacted]
Itinerary:
LOS ANGELES INTL, LOS ANGELES CA(LAX) to HEATHROW, LONDON(LHR)
Virgin Atlantic # *
DEPART 04/02/2013 05:00 PM
ARRIVE 04/03/2013 11:30 AM
GATWICK, LONDON(LGW) to SCHIPHOL, AMSTERDAM(AMS)
British Airways # [redacted]
DEPART 04/03/2013 04:00 PM
ARRIVE 04/03/2013 06:10 PM
SCHIPHOL, AMSTERDAM(AMS) to HEATHROW, LONDON(LHR)
British Airways # [redacted]
DEPART 06/30/2013 08:20 AM
ARRIVE 06/30/2013 08:40 AM
HEATHROW, LONDON(LHR) to LOS ANGELES INTL, LOS ANGELES CA(LAX)
Virgin Atlantic # *
DEPART 06/30/2013 11:30 AM
ARRIVE 06/30/2013 02:50 PM
Seat Information: Please Click Here
Checking-in/Boarding Passes:
The airline has issued an e-ticket therefore you can get your boarding pass at the airport on the day of departure either by providing your e-ticket number(s) or by showing a federally issued identification e.g. Passport or a Driver's License.You can also print your Boarding Pass(es)24 hours prior to departure from the Airline's Website by using the Airline Confirmation Code(s) above.We recommend arriving at the airport 2.5 hours prior to departure for international flights and 1.5 hours prior to departure for domestic flights.*Additional baggage fees may apply: Virgin Atlantic British Airways 
Changes and Cancelations:
Most airline tickets are non-refundable. For all change or cancellation inquiries please call the airlines directly (airline phone numbers).All change and/or cancellation requests made directly through SmartFares (SkyScan) will require additional fees and must be submitted by email 72 hours prior to departure.
Schedule Changes:
It is strongly suggested to contact the airline 24 hours prior to your departure to reconfirm your flights, seats and baggage restrictions.For any schedule changes, you must work with the airline directly as only they are authorized to confirm alternate flights (airline phone numbers).
Contact Us:
You can email us at [email protected] or call us at 888-666-6593, during business hours: Monday – Friday: 6:30 am – 9:00 pm (PST), Saturday - Sunday 8:30AM -5:30PM (PST).
More Answers! – Please visit our FAQ : (frequently asked questions).

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

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, As stated in my last response, there is nothing we can do here. This customer no showed his flight and it is not our responsibility to ensure that travelers show up to the airport on time. Regards,   [redacted] Senior Executive Administrator DIRECT: (858) 429-7599 x [redacted] – FAX: (858) 408-3815 EMAIL: [redacted]@lbftravel.com

7th of May I have booked ticket from HoChiMinh to Bali on 12 May at lowcostairlines.com And received confirmation email with my booking reference number. I checked my reservation status at checkmytrip,com and garuda airlines - everything is okay, booking confirmed. All the next days I didn't recive any emails or phone calls from lowcostairlines.com , Smartfares or Garuda airlines. On 11 of May I tried to web check-in at garuda-indonesia.com but my reservation was not found by their system. Ofcourse I started to call the support at 877-245-8092 and +1 858-256-7209 that was listed at their website - both not working, hang-up and short rings. At header of website they proudly name it "CALL CENTER". Really - no voicemail, no autoresponder, or any info about operating hours of "CALL CENTER". Okay, I have sent them email, no answer.. 2hours.. no answer. And all of this happening 23 hours before the flight! Wow, chat support is online on site, I sent a message describing situation including reservation number, personal details and dates to person with nickname "[redacted]" and avatar of Eminem. In response he asked me resrvation number, I told already sent, then he asking for my name, again and again asking me for info, that I has already sent him in a first message. He told me that my booking was cancelled, on my question why they didn't notify me about it thru email or phone call - he answering about possible reasons of cancellation. Im not interested why ticket was cancelled, I want to know why they didn't contacted me - I told him. Getting answer - that I can book tickets directly at Garuda website. Perfect advice from professional support! Airlines stop to sell tickets in 24 hours before the flight, and Garuda is not exception! And guess what will be happend if I preferred to pass check-in at airport, not online? Ok, I just want to know, is this a normal situation, what they think about it? Getting over 5 answers about things, that I didn't asked at all. Finally he started to lie! Telling, that maybe they have sent email, but it is in spam folder or maybe I deleted or blacklisted it. Ofcourse when I named him a lier and asked to show or send me email server headers as a proof - he didn't found any answer and asked me to end a chat. Asked him for contacts of supervisor or manager, maybe he can give answer for 2 simple questions - Why, and is it fine practice for this company. Didn't get any contacts, just another portion of "you can book flight at garuda website and how can I help you". Asked for registered business name, address and phone. Getting very strange address, and company at LBF Travel India - okay, now everything is clear. No registered landline phone - only numbers of "CALL CENTER" that is not working. Ofcourse saved chat log with Eminem from support.
Jsut a classic story describing what will you get, if work with such companies "Namaste travel corporation" with Call Centers, highly trained and experienced customer service and offices around the world.

I have received my money back, but they did not call me to follow up.Thank you for your help.

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,
We charge a fee to exchange airline tickets. This is a time consuming, difficult task that has to be done with precision. The airlines set the rates for the tickets. If you want to exchange your tickets to a different flight, if that flight's cost is higher, the customer must pay...

the fare difference, as well as the exchange fee.
I hope this clarifies the matter.
Regards,
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858)
408-3815EMAIL: [redacted]

Revdex.com,
Did the customer use this ticket? I cannot do a full refund. It costs money to exchange airline tickets to new locations. There are fees involved both from the airlines, our company, and sometimes a consolidator. In this case, most likely the agent offered to exchange the ticket...

with an airline fee as well as an agency fee. In order to help, they most likely waived or reduced our fee. Exchanges are time confusing and require diligent work. Only experienced agents are allowed to do them.
I'm showing the first leg of this flight has already left. Please have the customer give me an update of what he has used and we can attempt to offer a partial refund as a courtesy.
Regards,
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858) 408-3815EMAIL: [redacted]

Revdex.com,This disputed amount was refunded on 10/16/14. I have attached a refund receipt for your convenience.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: (858)
408-3815
EMAIL: [redacted]

Made flight reservation for domestic travel via company website. Checked status of reservation one month later and found that reservation had been cancelled by Smartfares.com without my knowledge or notification. Called American Airlines and made reservation directly with their booking department. Cancelled all transactions with SmartFares.com.