Smartfares

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]

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 sent a email about a week ago that they made the refund . I guess it got lost . anyways yes it is resolved . thanks for the help from the Revdex.com. please let me know if you receive this notice . thanks for the help,
                                        ...⇄ [redacted]

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].

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.

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 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,
LBF Travel did provide our service. We issued valid airline tickets. It is not our responsibility to make sure the customer gets to the airport in time for their flights, and this issue appears to an issue with the airline AeroMexico, not with our...

company.
There is nothing we can do in this instance.
Regards,
[redacted]
Senior Executive Administrator
DIRECT: [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.
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).

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,
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]

The attached from American Airlines is not your receipt.  This was a special fare booked thru our website.  We have contracts with many airlines.   You received the email with your quote. Which you agreed upon when you clicked ok  to purchase.
The first receipt you received is the correct one.    This receipt from American is only a portion of the cost of your tickets.

Revdex.com,
 
We were finally able to get China Southern Airlines to refund the funds to the customer. He has been notified and seemed satisfied with the result.
 
Regards,
 
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858)
408-3815
EMAIL: [redacted]

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

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.

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,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]

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]