Smartfares

On Nov 29, I used skyscanner to search for flights from ORD to CAI and it recommended smartfares.com for the lowest price. I went to their website and booked a flight for $1,768.94. On Dec 1, I chatted with their customer service since I didn't receive the ticket numbers, while their website said the reservation status was pending. The agent (Nestor) said a bank verification call was required. On Dec 7, I chatted again with them since the status was still pending. The agent (Stan) said the price I booked got expired and the new price was $2838.36.
smartfares.com didn't process my booking in a timely manner such that they couldn't fulfill the price indicated at the time of the reservation. This is the first time I have this horrible experience with online flight booking. They even didn't say we are sorry.

Revdex.com,
It does not appear that a reservation was ever booked for this customer. I cannot locate any information on him based off of the email address. It appears no information has been stored whatsoever.
I have also sent an email to our IT team to confirm that no...

information is stored based off of this email address.
Regards,[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858)
408-3815EMAIL: [redacted]

Revdex.com,
I have refunded the requested monies to the customer's account. I have attached a receipt for your convenience. Please note 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,
It appears that this customer was charged for four airline tickets (4 x $373.52) and one fee of $22.74 from our company. I have attached a screen shot from our account system showing all of the charges on this reservation.
I have refunded the $22.74 fee and included a receipt for the refund....

The funds may take 5-10 business days to return to the customer's credit card depending on the policies and procedures of their card issuing bank.
All of these funds are USD.
Regards,
[redacted]
Senior Executive Administrator
DIRECT: ###-###-#### – FAX: ###-###-####
EMAIL:[redacted]@lbftravel.com

Revdex.com,
I only see two charges for this customer from 5/29/14:  $21.00 and $45.00. I have refunded both amounts. The receipts are attached for your convenience. It may take up to 10 business days for the amounts to refund to the customer's account, depending on the policies and...

procedures of their card issuing bank.
Regards,[redacted]
Senior Executive Administrator
DIRECT: ###-###-#### – FAX: ###-###-####EMAIL:[redacted]@lbftravel.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.
I understand that additional documentation is requested. I will have to go back to my credit card statement.
Unfortunately, my wife did not write down the name of the agent.
Regards,
[redacted]

Revdex.com,Our agents quote a total price to all customers and they clearly state that the total includes taxes and fees and is in US dollars. This is not a bait and switch. The customer agreed to the total cost and this has not been disputed.Regards,[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858)
408-3815
EMAIL: [redacted]

We stand behind our original response.     We have nothing  to do with gate changes at the airport.
This is the responsibility of the traveler.   When you enter the airport you should always look at the departure and arrival monitor. Many times gates change.
Especially since you received your boarding passes the night before.

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]

To whom may concern;
I bought seven tickets from Smartfares.com. I am from Turkey and our alphabet is different than American's.Because of it, the system does not see ''G'' which is one of the customer's name, after I approved the transaction. I knew that there is an option which was 'free cancellation in 12 hours'' so I called the customer service without wasting my time. I told that I want to cancel the reservation and the staff asked the reason. I explained the reason and I told him that it is even not my fault. He said he can change the letter if only I pay 70$ per a person. I refused it. I checked the web-site again I saw that I can cancel my reservation. One more time I called the customer service and another staff told me I am not allowed to cancel my reservation . I have to pay 140$. I thought that two people can not lie to me so I accepted her offer. At the same time ,I wrote the situation to online customer service and the guy said that I cancel my reservation. I want them to refund my money but he said the transaction did not occur so I can not refund it. I believed them and I thought that it is done. After 5 minutes, I got an email from the customer service and it was written that I can not get back my 125 $ because it was the tax. ( She offered me to pay extra 140 $ and she refused 125 $ to get back. I called them one more time ask for talking with a supervisor. He checked the situation and he told me he will refund my money. I realized that I did not ask them when I can get my money back so I called them twice to learn the exact day because they were holding my money and I have to buy 7 tickets. I am a student and I don't have extra 6000 $ to pay. One of the staff told in one week and another said 3 weeks or maybe more. I told him I have to buy those tickets but he said it is the procedure. I told him that I want to buy my tickets back but he said I have to pay 785 dollars because the tickets sold out. This is a lie because I saw that there are still tickets from the same price. I explain the situation and he talked with his supervisor and said that paying extra 400$ is the only way to buy my tickets back. I said ok because I was pissed off. We made a deal.I want him to send my tickets asap. I wrote him 4 emails about my tickets in last four days. My reservation status was pending. I wanted to learn why it was pending still. He told me he made a reservation. I shouldn't be worry. I called the airlines and we did not have any reservation. I told him that they have to do my reservation. He said he will do today or tomorrow... I called the airlines and I did not see any reservation. The company refunded my money but it will get my money back soon. Today, the staff in customer service called me and said my transaction was declined. I hate the company's business and company's lies.The company tried to get rip off me. This is unacceptable. I spent four days and night to get back my money. I just wanted them to change one letter. It shouldn't be that hard. The mistake which I dis was system's fault. Even if it was my fault , they had to cancel my reservation not trying to think how they overcharge me. I wrote this statement because I dont want that they overcharge others for nothing.

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 company states they only see a $300 fee with confirmation code [redacted]; this code was given after all names were corrected on the airline tickets. The confirmation code with initial purchase of the tickets was YOXRZW, which had a $350 fee for correcting my husband's first name. I have previously sent a snap shot of my credit card bill with the fees stated here in. Thank you for your attention to this matter.Regards,
[redacted]

Revdex.com,I explained the fees in my last response. This customer did not provide any new information.We do not control airline fares. If there is a difference in fare, or an airline penalty to exchange a ticket, we have no control over the airlines rules.Our company also charges an exchange fee which is clearly laid out in our terms and conditions. Exchanges are very time consuming and only well trained, experienced travel agents can perform them. We have to charge a fee for this service.Regards,
 
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858)
408-3815
EMAIL: [redacted]

Regarding complaint #[redacted], Is there a way I can change my desired outcome?  If so, I don't want my ticket/trip to be cancelled because now I'm afraid that the airfare will be more expensive.
I still would like an apology since they wasted countless hours of my time and I'd like them to stop misinforming their consumers.
 
Thank you kindly.

Revdex.com,
I'm showing that the reservation originally booked for this customer ([redacted] was voided and this customer was never charged. Please have this customer provide a copy of their credit card statement showinging that they were actually charged for the $805.20.
I'm showing it was originally...

booked on 8/27/14 but was voided on 8/31/14 and the charge should have never hit the customers statement.
Regards,
[redacted]
Senior Executive Administrator
LBF Travel, Inc.

Revdex.com,We are not responsible for Visa/Passport issues. The terms and conditions clearly state:
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 security.This is not the responsibility of our agency.Regards,[redacted]
Senior Executive Administrator
DIRECT: ([redacted]
EMAIL: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and confirm that the issue has been resolved. I have received the check mentioned. Mr. [redacted] has personally contacted me and made sure everything is now in order.
Regards,
[redacted]

Revdex.com,
I apologize for whoever told the customer that, if that did happen. If he can provide the name of the agent they will be reprimanded.
I am unable to find any reservation under the email this customer used for their complaint. Please provide me with a record locator...

or a ticket number so I can find the reservation and refund all associated fees.
Regards, 
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858)
408-3815EMAIL: [redacted]@lbftravel.com

Revdex.com,
I have refunded the $140.00 which was requested by the customer. The refund 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. I have attached a receipt for your convenience.
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Regards,[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858)
408-3815EMAIL: [redacted]

Revdex.com,I have refunded the disputed amount to the customer. Attached is an invoice. 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,
class="MsoNormal">[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 find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, only  if it does, will consider this complaint resolved.
Thank you so much with your help in resolving this matter.
Regards,
[redacted]