Smartfares

[redacted], I’m sorry about this one. We can only find the two charges (1 refunded and 1 voided). Unfortunately, we have to have him send his credit card statement again. I do not know who he sent it to before. Please have him send it to me or upload it through the Revdex.com. Regards, 
[redacted]Senior Executive AdministratorDIRECT: (858) 429-7599 x [redacted] – FAX: [redacted]EMAIL: [redacted]

Revdex.com,
I'm showing that there were two charges of $200.00 and that the refunds were submitted on 6/8/15.
Please have the customer confirm that he received the monies. If there is still a dispute about a 3rd charge, I will need to request to see the credit card...

statement.
Regards,
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: [redacted]EMAIL: [redacted]

[redacted]Revdex.com,
It appears that this customer did get an airline ticket and fly (Ticket #[redacted]). If something happened with the initial ticket that the customer wanted and I sincerely apologize about that. As a courtesy, I have refunded this customer $66.00 (over...

25% of the ticket value). It may take 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: (858) 429-7599 x [redacted] – FAX: (858)
408-3815EMAIL: [redacted]@lbftravel.com

Revdex.com:
I have reviewed the response made by the business in reference to...

complaint ID 10193652, 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.
The answer to the question that was asked by SmartFares is no, the tickets were not used because they cancelled the tickets with me but did not cancel them with Spirit Air Lines. Spirit Airlines called me because there were two reservations for me. I advised them that the first was or should have been cancelled by SmartFares. They cancelled the tickets and refunded the flight amount of $508.36. I asked about the balance, they indicated that the $184.00 was a fee that SmartFares should refund. I feel that their service was deceptive and poor. They did not provide any service to me therefore, I do not owe them an fee. I want my $184.00 they charged me to be refunded and the case will be closed.
 
 
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]
The business has asked for more information. It has asked for details of the hotel bookings it issued.1/ The Hotelwiz confirmation code is [redacted] and the hotel confirmation numbers are [redacted] and [redacted]. This is for 3 nights for two people at the [redacted] hotel at Suffern - Mahwah New York from January 2nd 2015.2/ The Hotelwiz confirmation code is [redacted] and the hotel confirmation numbers are [redacted] and [redacted]. This is for one night for two people at the [redacted] at Suffern - Mahwah, New York on December 22nd 2014The business already has this information having been previously supplied with it and having issued the references at the time of booking on July 14th 2014.[redacted]

Revdex.com,
The $200 rebooking fee would come out of the credit when she books her next trip. That would be an airline penalty, not a fee charged from our side. All fees on our side will be waived.
Regards,
[redacted]
Senior Executive Administrator
DIRECT: ([redacted]EMAIL: [redacted]

[redacted],
I apologize for the inconvenience and delay on this matter. I have been able to get all fees waived and have refunded the total amount requested. The amount may take up to 15 business days to return to your payment card depending on the policies and procedures of your card issuing bank.
I have attached a copy of the refund receipt for your convenience.
Regards,
[redacted]
Senior Executive Administrator
LBF Travel, Inc.

Revdex.com,
I have refunded the customer the requested $400.00. The funds may take up to 15 business days to return to the customer's account depending on the policies and procedures of their card issuing bank.
I have attached a refund receipt for the customer's convenience. I apologize for all inconvenience this customer experienced.
Regards,
[redacted]
Senior Executive Administrator
LBF Travel, Inc

We are working directly with Ms. [redacted].   We are looking for options to  fix her return so that she will not have a forced overnight.

Revdex.com,We have approved refunds for this customer. Please have him confirm his current address in case we need to send a paper check.I need the address to be sent to my email address: [redacted]The refund will be processed on Monday. If we are unable to credit the card that the customer used, we will issue a paper check to the address that he provides us.Regards,
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858)
408-3815
EMAIL: [redacted]

To Whom it May Concern,
 
We understand their frustrations.    In looking at the two records I show they did not charge a name change fee at all.
If the passenger calls within 24 hours we generally can change the name with a nominal fee.   However once 24 hours has...

passed it is up to the airlines.
Generally they charge $75.00.   Depends on the airlines.  All tickets are non refundable after 24 hours.  Again, airline rules not ours.
I will reach out to Ms. [redacted] to try to explain.
Please feel free to contact  me directly with any further questions.
[redacted]
LBF Travel
[redacted]
858-429-7599-ext [redacted]

First email received.
Please note in remarks where it says
Airline tickets are non-refundable, non-changeable and non-cancellable. In certain cases, an airline may allow a ticket to be changed for a fee, plus the increased cost of the new ticket.
Flight Reservation Code: [redacted]
[redacted]
Please note: One of your flights departs on a date different than requested!
Thursday [redacted] Boston, Logan Intl - Ankara, Esenboga
DEPART:ARRIVE:
[redacted] PM Boston, Logan Intl[redacted] PM Istanbul, Ataturk
Turkish AirlinesFlight: **Economy
Stops: 0
DEPART:ARRIVE:
[redacted] PM Istanbul, Ataturk[redacted] PM Ankara, Esenboga
Turkish AirlinesFlight: [redacted]Economy
Stops: 0
Tuesday [redacted] Ankara, Esenboga - Boston, Logan Intl
DEPART:ARRIVE:
[redacted] PM Ankara, Esenboga[redacted] AM Istanbul, Ataturk
Turkish AirlinesFlight: [redacted]Economy
Stops: 0
DEPART:ARRIVE:
[redacted]
[redacted] PM Boston, Logan Intl
Turkish AirlinesFlight: **Economy
Stops: 0
Passenger Type
Passengers
Ticket Price
Taxes & Fees
Total
Adult
1
$619.00
$427.00
$1,046.00
Insurance:
--
Total Trip Cost:
$1,046.00 USD
 
*Additional baggage fees may apply:
Turkish Airlines
 
Please review your itinerary carefully to ensure that the following key items are correct.
Passenger names must be the same as on the passport (international travel) OR Driver’s License (domestic travel).
Review departure/arrival dates, times, origination/destination cities, stopovers and connections.
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.
In case you get notified that your credit card was declined, please call us right away Toll Free at: 877-250-9593 or if you are outside the US/Canada call: +1 858-256-7279
Airline tickets are non-refundable, non-changeable and non-cancellable. In certain cases, an airline may allow a ticket to be changed for a fee, plus the increased cost of the new ticket.
Changes: Call us Toll Free at 877-250-9512. If you are outside the US/Canada please call +1 858-256-7278 to make any kind of changes in the itinerary. Fees will apply due to airline penalties, fare differences, and other factors in order to change the itinerary.
Cancellations: Call us Toll Free at 877-250-9512. If you are outside the US/Canada please call +1 858-256-7278. Your booking should be cancelled at least 3 hours prior to the scheduled departure time of your flight. Cancellations can only be processed over the phone.
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 security.
Travel insurance is important – you never know what can happen. Call us toll free at 877-251-8433 to purchase travel insurance coverage if you have not done so already.
Check-In: We recommend arriving at the airport 2 1/2 hours prior to your departure for international flights and 1 1/2 hours prior to your departure for domestic flights.
Still have questions? Visit our FAQ page or call us at 877-245-3755. Our agents are available 24 hours a day, 7 days a week to assist you. You can also email us at [email protected].

unfortunately when dealing with [redacted] airlines and Spirit airlines. You put in the request.  Then it has to be sent over to confirm.   When you book online there is a delay.   If you were to book over the phone the agent would be able to tell you, at that time, they...

are unable to confirm the flights for that price or it has come back confirmed.    It is frustrating to us as well.    Your first confirmation you receive states your requested itinerary as well as your price quote.  It tells you there will be a second email once the tickets are issued.   Unfortunately in  this case [redacted] Airlines was unable to confirm your request. You are then sent the email stating we were unable to confirm.  It is your choice if you want to call us or you can always go back online.  This is why you were quoted a higher fare. Because the lower fare was not available.

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 still not yet received refund of $4,184.84 in my [redacted] card  account from where it was withdrawn to activate air travel ticket reservation[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.
Me. Nelson,I have been very clear since the beginning- I was never advise verbally of the agent fee when I booked this trip over the phone with your company, otherwise I would of Not purchased the tickets.  That is what is considered bait and switch- therefore I want a full refund back, I no longer desire to conduct any type of business with your company.  Please address the issue and stop saying its non refundable and take ownership for issue at hand.  As a business understand that there is such thing called a P&L Profit and Loss- please look it up.
Regards,
[redacted]

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 $97.75 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 refunded all fees associated with this customer.I apologize for the misunderstanding on this one. The 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: (858) 429-7599 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 below.
I apologize for my late reply. I've been in contact with the business, and it has felt that things going better, but it is starting to feel like a stalling tactic.
As for the above statement, the agent "[redacted]" called the Airlines using my name to cancel the flights. I did not call either Philippines Airlines or United Airlines on the day that the flights were cancelled. The only time I called United or Philippines was in late March to confirm whether or not they had cancelled my tickets. It was then that I found out that the United flights were cancelled on Feb 21 and that the Philippines Airlines tickets were still ticketed.
I have been in contact with [redacted] at (858) 429-7599 ext. [redacted]. I have written her an email today for an update. I would ideally like this wrapped up before I leave for my trip on April 9.
Thank you for your response [redacted], and again I apologize for missing the deadline. I was under the impression that things were being resolved with [redacted]. Hopefully I will get a positive response from her this week.
Thank you,
[redacted]

Revdex.com,Thank you for this. I 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 with.We have now tracked this down and refunded the 3rd transaction in a back office system:-MERCHANT REFUND PROCESSED      
257.46   [redacted]   
It may take up to 10 business days to return to the customer's card. Please let us know if there are any problems.Regards,  [redacted] Senior Executive Administrator DIRECT: (858) 429-7599 x [redacted] – FAX: [redacted]
EMAIL: [redacted]

Revdex.com,We refunded both the airline ticket and the service fee on 3/8/15. The customer should have received both set of funds by now.Regards,
[redacted]
Senior Executive Administrator
DIRECT: [redacted]
EMAIL: [redacted]