Smartfares

Revdex.com, Our agents tried very hard on this reservation to complete this bookingThis customer tried booking this reservation using three different credit cardsThis takes a lot of work and time to complete and the fare went up on some of the airline tickets during this processThe customer in the end decided to cancel, and nine of the bookings were cancelledThe two tickets that were not cancelled were for passengers with the last name of LidondiciThese two airline tickets appear to be the ones in dispute, however it appears that they were usedI do not understand why this customer is trying to get money back on airline tickets that were flown onRegards, [redacted] Senior Executive Administrator DIRECT: (858) 429-x [redacted] – FAX: [redacted] EMAIL: [redacted]

we are researching this We show the United ticket was exchanged by United direct Not sure why Mr [redacted] called United direct to cancel the booking It looks like this was some kind of misunderstanding We are working with Untied to refund the exchanged ticket I will work directly with Mr [redacted]

I have researched the situation Regarding the switch of airports in New York This is the itinerary [redacted] selected when he booked his reservation onlineMany times the computer is looking for the lowest fares It does not recognize there are multiple airports in New York This is why it is so imperative that you look at your booking very closely It does tell you when the selections come up" there is a switch of airports" Normally you would move down to the itinerary without the change of airports as this is very inconvenient However they do tend to be less expensive This is common where there are multiple airports Washington DC,Chicago, Houston [redacted] called to change his return date There was a lot of correspondence back and forth regarding the cost [redacted] agreed to the change however when the agent sent over it over to the ticketing department to complete the ticket exchange they advise it was not possiblePer the rules of the fare I am confused as to if the change was ever madeAs a courtesy we are refunding the requested $due to the inconvenience [redacted] incurred

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I am supplying the information requested to resolve the matterThe reservation code in question is [redacted] I will wait for the business to perform this action Regards, [redacted] ***

Revdex.com,I have refunded the disputed amount to the customerAttached is an invoiceFunds may take up to business days to return to the customer's account depending on the policies and procedures of their card issuing bankRegards,> [redacted] Senior Executive Administrator DIRECT: (858) 429-x [redacted] – FAX: [redacted] EMAIL: [redacted]

Revdex.com, Did the customer use this ticket? I cannot do a full refundIt costs money to exchange airline tickets to new locationsThere are fees involved both from the airlines, our company, and sometimes a consolidatorIn this case, most likely the agent offered to exchange the ticket with an airline fee as well as an agency feeIn order to help, they most likely waived or reduced our feeExchanges are time confusing and require diligent workOnly experienced agents are allowed to do them I'm showing the first leg of this flight has already leftPlease 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-x [redacted] – FAX: (858) 408-3815EMAIL: [redacted]

Revdex.com,This customer has disputed the entire amount charged for the newer hotel purchase with his credit card companyWe 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-x [redacted] – FAX: [redacted] EMAIL: [redacted]

We understand Ms***'s frustration These tickets were issued thru one of our consolidators We do indeed see the refund has been processed We just need to contact the consolidator to make sure they have refunded the funds back to us We show there has already been a refund processed on May for $ Once we receive confirmation back from the consolidator that they have refunded the money to usWe will then proceed to refund the remaining amount of $ I am told we should have this information within 24-hours

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 tickets to be refundedLess the penalty Which I am showing to be $ per ticket at this time I will inform Mr [redacted] with the process is complete

Better Business Bureau: 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 am not satisfied with the response because they did not refund $out of the amount charged to my credit card despite claims on their website of 'free cancellation' and also Department of Transportation guideline of free cancellation 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 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, We are not responsible for Visa/Passport issuesThe 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 securityThis is not the responsibility of our agencyRegards, [redacted] Senior Executive Administrator DIRECT: ( [redacted] EMAIL: [redacted]

Revdex.com, This customer booked four airline tickets through our websiteEach ticket was $and there was a $service feeDoes the customer not want these tickets anymore? They aren't set to leave until December Regards, [redacted] Senior Executive Administrator DIRECT: (858) 429-x [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 belowI apologize for my late replyI've been in contact with the business, and it has felt that things going better, but it is starting to feel like a stalling tacticAs for the above statement, the agent " [redacted] " called the Airlines using my name to cancel the flightsI did not call either Philippines Airlines or United Airlines on the day that the flights were cancelledThe only time I called United or Philippines was in late March to confirm whether or not they had cancelled my ticketsIt was then that I found out that the United flights were cancelled on Feb and that the Philippines Airlines tickets were still ticketedI have been in contact with [redacted] at (858) 429-ext***I have written her an email today for an updateI would ideally like this wrapped up before I leave for my trip on April Thank you for your response ***, and again I apologize for missing the deadlineI was under the impression that things were being resolved with [redacted] Hopefully I will get a positive response from her this weekThank you, [redacted]

I can say the issue is resolved but only through my efforts and those of third parties, not this companyAfter consulting with Spirit Airlines, they agreed to not process the charge for the original ticketsWe then purchased tickets with the changed dates directly from SpiritAs far as the $fee the company charged us for brokering the first attempted ticket purchase, they didn't refund it and said the charge would standI then disputed the charge through my credit card companyThey (my credit card company) have given me provisional credit for the chargeAssuming this company does not wish to take it further we will have not been harmed financially and I will consider the matter closedI still believe their business practice in this instance was less than what I would think should be acceptable for an accredited company

Revdex.com, Thank you for thisI want to sincerely apologize to this customer as we had a really hard time tracking down the 3rd charge and do not know how it got ran to begin withWe have now tracked this down and refunded the 3rd transaction in a back office system: -MERCHANT REFUND PROCESSED [redacted] It may take up to business days to return to the customer's cardPlease let us know if there are any problemsRegards, [redacted] Senior Executive Administrator DIRECT: (858) 429-x [redacted] – FAX: [redacted] 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 resolvedthank you very much for your help, if not because of Revdex.com, I don't think that I will be able to get my money back, because Smartfare been telling me that refund been processed since 7/17, which they never didI asked for prove they keep on ignore me.....until after I filed complaint thru Revdex.com, they finally refund me on 8/at 8:10PMThank you! It was much appreciated! Regards, [redacted] **

Revdex.com, I have refunded $to this customer's accountPlease see the attached receiptFunds may take up to 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: (858) 429-x *** – FAX: (858) 408- EMAIL: ***@lbftravel.com

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

I have had nothing but hassle with this company from beginning.wanted to talk to supervisor as I was directed to thru airlines,would not connect me to supervisorhad to pay extra money on airline ticket to be able to boardwas told I didnt do what needed to be done