Smartfares

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.

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].

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

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]

[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

[redacted],
 
It appears on this one, [redacted] only refunded one of the airline tickets. The refund came to our company directly, and then we refunded that full amount to the customer. We do not know why only one of the tickets was refunded.
 
We called [redacted] yesterday and were unable to get this resolved. We are continuing to try to get this resolved today. I will give you an update as soon as I have one.
 
The simple answer is, we are refunding all money that [redacted] refunds to the customer. We are working on having them refund the balance beyond the single ticket that was refunded.
 
Regards,
 
[redacted]

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,
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 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]

[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 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 attached a copy of the bank statements for April 2015 and May 2015. The transaction are highlighted in below**  On April 30, 2015 Traveler helpdesk (Smartfares) $10,566.83**  On May 1st, 20015 Traveler helpdesk (Smartfares) split the amount to two transactions of $5,283.42 and $5,283.41 (Total is $10,566.83)** On Monday May 4th, 2015 Traveler helpdesk (Smartfares) charged me again for the amount of $10,566.83- We got many promises to calculate the total paid amount minus the actual tickets value then samrtfars refunds any extra paid amount. - Also we requested many times to get a detailed statement without responses  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.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,This case was resolved with our customer service team. On 10/14/15 a refund request was submitted to issue a check refund to this customer in the amount of $230.58. On 10/19/15, the check was issued. The bank said the customer would receive the check by 10/26/15, which is today. Please have the...

customer confirm that the check was received and this case is resolved.Regards,[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858)
408-3815
EMAIL: [redacted]@lbftravel.com

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.Ok, after I go ahead and switch out my dates and pay the exchange fee but, I will most definitely not deal with this company ever again, this is not right, the fact that something is already secured and you have to pay extra anything is very ridiculous, thank you for your time.
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]

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.
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]

I was able to locate the booking Mr. [redacted] is referring to.  The flights came back unable to confirm. Unfortunately this happens with Spirit Airlines as well as [redacted] and [redacted] from time to time.   They work on a different system which is slower to update I believe. The...

customer received their first email stating flights are not guaranteed until ticketed.   We sent an email advising we were unable to confirm his requested flights.   Our agents were able to work with them and book them on the flights they originally requested.  Unfortunately the fare was higher. He was under no obligation to purchase the ticket from us.  We offer alternatives as a courtesy.  I understand his frustrations.  Because this was last minute and they were attending a funeral. I am sure they were under much stress. As a courtesy I have refunded the difference of $83.98.