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.
Complaint # [redacted]
After
I apply complain at Revdex.com , I complain also at General Attorny , and I
apply for Dispute at [redacted] Express couse they used it without
Authorization , I tried many many times  to reach to the Supervisor to
talke about my case with his travell agency  , I call by phone many
times too , every time they take my phone number and they said he will
call u soon but never happend , after that when I chat/and call by
phone  with smartfares employee  they ignore me completely , Finaly
after more tyhan one month trying I chat with the supervisor  and I
think he accept to talke to me by chating after he recieve some letters
about my complain from General attorny and Revdex.com , maybe more , he offer
to me first $125 , then he said that MR [redacted] send to me $230 , but I
told him I dont recieve nothing and he never offer to me that amount ,
then he said he will send to me $230 as a refund for paying my luggage
fees , After 2 days I was check my case at [redacted] Express  and I found
[redacted] Express give me back my wife tickets price $ 1,117.33. couse 
[redacted] Employee use it without Authorization ,
I
tried to talke with smartfares by on line and by phone to let him know
about my 2 kids tickets ( 4 years old , the second 4 month old) ,Since
the Mother ticket Canceled Automaticly  couse they used with
authorization and I get my money back by [redacted] Express , I still have
my 2 sons  tickets , and by the law they cant travell over seas alone ,
so thats what im trying to talke with smartfares , and I should get my
sons tickets refund back .
I
was hopping to resolve my case with smartfares without complain to Revdex.com,
General Attorny , [redacted] Express , but because they ignore me on
phone and on line many many times and I tried manytimes to reach to Mr
[redacted] , the supervisor  always I have the same answer   leave ur
telephon number and he will call u  and he didnt , the only time I chat
with the supervisor before few days ago and I think he accept to chat
with me after he recieve letters from Revdex.com, General Attorney , maybe more
,   He was too late to talke to me after more than one month  he mean
to ignore me . and he offer to me $230,  untill now  October 27,  2015 i
dont see his check .I dont know if he told me the truth about the
refund or no? and im so glad I dont cancell my complains

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]
Revdex.com
2 reservations were paid for by credit card to Smart fares on phone: 1. [redacted]6 on 6/24/2014 for $3163.44 which has been refunded all but $164.92. the unpaid balance is waived!
                                        ...⇄ 2  [redacted] on 7/24/2014 for $4,184.84 for which refund is awaited since 7/31/ 2014
I cannot see what is confusing about the above stated ? stalling tactic!
[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 have not offered me any money  or refund of monies owed or any explanation of why they have stolen a further AUD$300 from my account above the GRAND TOTAL shown to me on their website!!!
As shown on my photo of their website my GRAND TOTAL  was AUD $2353.65 and yet they have withdrawn the following amounts23 October.    AUD $1469.49
23 October    AUD  $1065.37
23 October.   AUD.  $41.78
26 October.  AUD  $44.08 foreign currency transfer fee!!!!
26 October.  AUD. $31.95.foreign currency transfer fee!!!
26 October.  AUD. $1.25.  Foreign currency transfer fee!!!!
This company has so far taken from my bank account a total of  AUD $2653.92.       
They have STOLEN from me over AUD $300 !  No where did they indicate they would charge foreign currency transfer fees and my GRAND TOTAL was displayed to me in AUD$!  It is scandalous how they are trying to rip customers off- if I'd of know I would have booked elsewhere, appalling  behaviour from a company.
Regards, 
[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 resolved.
 
Below is a copy of the email that was sent to Arin [redacted] on 1/21/15 in response to his request.
 
[redacted] - reference #[redacted] - Refund
Check
To
[redacted]
Today at 9:03 PM
Dear Mr. [redacted], 
In response to your email, here is the
information you requested.
   * PNR Code - [redacted] (Naddie at ext. [redacted] was able to find it in the system after  
    several attempts)
   [redacted]
     [redacted]
     [redacted]   [redacted]
 
 I'm looking forward to
receiving my $75.00 refund.
Thank you for your
assistance in this matter.
 
 
Regards,
[redacted]

Revdex.com,Please have the customer show me how much money was refunded by the airline. I am trying to get to the amount of money that is actually in dispute here.Regards,[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858)
408-3815
EMAIL: [redacted]@lbftravel.com

Revdex.com,
Both of these reservations were consolidator bookings so they were not our inventory. I am following up with both of them for details on the refunds. It does look like this customer was due refunds on both of them. I am confused why he only got a partial refund on the first...

reservations, as the refund request went through for a full refund and I do not see any penalties on this booking. I need the customer to clarify the following:
For the $700.00 dispute: How was the refund processed to him - by check or by refunding the card? If it went to the card, I need to see the bank statement.
We should have an update on the $4,000.00 one by end of business Monday. It appears that refund was submitted as well. I'm not sure why it has not reached the customer.
Regards,
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: [redacted]EMAIL: [redacted]

Revdex.com,
It appears this customer was refunded the disputed amount on 12/24/14. I have attached a receipt for his records. The money can take 10 business days to return to the customer's card depending on the policies and procedures of their card issuing bank, but he should have received...

the funds by now. Please let me know if there are any issues.
Regards,
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858)
408-3815EMAIL: [redacted]

Revdex.com,I apologize for the experience this customer had. In the future, she can email me directly and I will have a senior travel agent in San Diego book flights for her with no fees.It does appear this customer was never charged, so there is nothing I can do further on this one, but we will research...

this matter internally.Regards,[redacted]
Senior Executive Administrator
DIRECT: ###-###-#### – FAX: ###-###-####
EMAIL: [redacted]@lbftravel.com

Revdex.com,
This customer did exchange the airline tickets in November. It appears there was a schedule change in January, but it did not affect the customer at all. The flight number changed, but the routing/times were the same.
There can be high fees associated...

with flight exchanges and the majority of the fees are charged by the airline, not the agency.
I can offer this customer a refund in the amount of $500.00 as a courtesy.
Have the customer confirm if this resolves the dispute and would like me to proceed.
 
Regards,
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858)
408-3815EMAIL: [redacted]

Revdex.com,
I need a little bit of clarification from this customer regarding the dates. It appears that there is an original booking from 3/23/14 that was out of Trenton. It states this clearly on the confirmation letter. Then it appears there are two more confirmation codes that fly out of...

Philadelphia for the same passengers. These were booked on 5/19/14. Was this customer charged anything extra to correct the flights? It appears they had valid tickets leaving Philadelphia like they wanted. I can refund any fees associated with this booking. I just need some clarification since the bookings are two months apart. I've attached all three confirmation emails in a single Word document.
Regards,[redacted]
Senior Executive Administrator
DIRECT: ###-###-#### – FAX: ###-###-####EMAIL:[redacted]@lbftravel.com

In regards to Mr. [redacted] complaint.  I left him a voice mail as well as sent an email to discuss his situation.
I show his ticket was issued on Dec 16, 2016.
Below is a copy of the email sent to him the same day saying ticket issued.
as well as a copy of his...

electronic ticket.
 
ELECTRONIC TICKET RECORD                                     ...⇄ INV:                  CUST:SMARTCHEAP                [redacted] TKT:[redacted]     ISSUED:16DEC15   PCC:[redacted]   IATA:[redacted] NAME:[redacted]                                �...⇄ FOP: [redacted] /[redacted]                          CPN  A/L  FLT  CLS DATE   BRDOFF  TIME  ST F/B             STAT 1    H1   [redacted]  K  04JAN  ACCLOS  530P  OK KOW1            [redacted]                                         ...⇄ AFRICA WORLD AIRLINES/BAG- 1P/23KG/PLATE ON 169/OP BY           FARE    USD70.00 TAX   25.00YQ  TAX   60.00GH                   TOTAL   USD155.00                                   �...⇄                                         ...⇄ ACC H1 LOS70.00NUC70.00END ROE1.00    
 
From: [email protected] <[email protected]>Sent: Wednesday, December 16, 2015 9:11 AMTo: [redacted]Subject: Smartfares - Your Reservation Has Been Confirmed
 
Dear [redacted],
Your reservation is confirmed and tickets have been issued.
Smartfares Reservation Code:
[redacted]
Airline Confirmation Code(s):
Hahn Air Systems : [redacted] 
Traveler(s):
[redacted]
Ticket Number(s):
Document [redacted]
Itinerary:
KOTOKA INTL, ACCRA(ACC) to MURTALA MUHAMMED INTL, LAGOS(LOS)
Hahn Air Systems # [redacted]
DEPART 01/04/2016 05:30 PM
ARRIVE 01/04/2016 07:30 PM
*Additional baggage fees may apply: Hahn Air Systems  Seat Information: Please Click Here

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.  However, the company hasn't refunded USD2460.55 as agreed. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com,Again, this customer was not charged so there is nothing for me to refund. I apologize for the inconvenience this customer has experienced, but there is nothing I can do here.Regards,[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x 5[redacted] – FAX: [redacted]
EMAIL: [redacted]

I booked a ticket for my husband to American Samoa. It cost me $2051 We are loyal Alaska Airlines flyers so when I was called at 3:35pm that day asking to switch to Delta, I politely declined, the lady asked me "why Delta is a much better flight". I explained to her we don't have to pay for checked baggage so an hour less layover isn't worth the $ wed have to pay to fly Delta. at this point my card is charged, I get a phone call 7 hours later stating my card has been declined and I need to call my bank, my bank is closed. I call the next morning and my bank assures me my card has been charged at 3:35pm the day of booking. I called smartfares and spend the next 4 hours arguing with these people. one lady tells me lets conference call your bank to verify, then hangs up on me. I call back again and am transferred 3 times before a lady sits on hold with me to speak to my bank, they gave her the approval code from mastercard and she tells me I need to pay more money for the same ticket because that one has expired, my bank asked her to email or fax something saying she wasn't charging me so they could release the funds, I explained that I did my due diligence and the funds were there I am not paying more $ than I have already. She would not email or fax anything. The "supervisor" I spoke to would not agree to fax anything, yelled and spoke over me the entire conversation and would not tell me who he worked for.l called back 2 more times before I said hey I need this money released so I can rebook. Only then did I receive a statement that "my card was declined" not with an amount or time or anything the bank asked for. The gentleman at the bank who went through this with me released the funds even though it wasn't the proper statement from smartfares because they just would not cooperate. I have never had such horrible customer service.EVER. they then repeatedly called through the day asking if my card was ready to charge! The nerve of them Im cancelled the card! I will happily spend a few hundred dollars more elsewhere to have excellent customer service. This "smartfare" was not worth it. Apparently they did not need my $2051.

Revdex.com,
This customer received a refund of $2,532.00 CAD on September 30th, confirmed in an email to our refunds department.
There was also a service fee of $334.80 USD. That refund was processed on 10/15/14. Those funds may take 10-15 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: ###-###-#### – FAX: ###-###-####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.
LBF Travel you need to do your research correctly. Did you not read the complaint? First of all, there were two tickets purchased and they were not for me. The tickets were for my minor children. Again, the booking reservation # is [redacted]. The travelers were [redacted] and [redacted]. The tickets were purchased in May for a departure in June! The children NEVER  boarded the plane because they were not allowed by the airline. The airline has refunded you the money on July 18th to your San Diego address and I want it back. There is no reason why I should not receive a full refund. I paid $1,788.12 for these two tickets and I expect all of it back. Your sales agent was only out to make a quick dollar by selling a service he knew would not be honored. Your travel agency conducts business in a dishonest manner. I suggest that before responding with such a erroneous information, you do your research!! I want the refund credited back to my card or a check mailed to my home address!
Regards,
[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 resolved. The refund was sent to my credit card despite advising the company several times the card was closed to which their staff advised me that they could send a cheque. I have been in contact with the credit card company and they have assured me I will be sent a cheque from them and receive it by the end of December.
Regards,
[redacted]

Dear [redacted],Thanks to your help, I have received full compensation from the agency Smartfares. I am happy that there are organizations like yours that help ordinary people to protect their rights. Thank you very much!
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,The email to the customer clearly states that the reservation is not confirmed yet, and is in red print. I have attached a screen shot of the email sent to this customer which shows that the text is noticeable and not in small print in relation to the other text on the page.Regards,[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858)
408-3815
EMAIL: [redacted]@lbftravel.com

In regards to Mr. [redacted] complaint.  I left him a voice mail as well as sent an email to discuss his situation.
I show his ticket was issued on Dec 16, 2016.
Below is a copy of the email sent to him the same day saying ticket issued.
as well as a copy of his electronic...

ticket.
 
ELECTRONIC TICKET RECORD                                     ...⇄ INV:                  CUST:SMARTCHEAP                [redacted] TKT:[redacted]     ISSUED:16DEC15   PCC:[redacted]   IATA:[redacted] NAME:[redacted]                                �...⇄ FOP: [redacted] /[redacted]                          CPN  A/L  FLT  CLS DATE   BRDOFF  TIME  ST F/B             STAT 1    H1   [redacted]  K  04JAN  ACCLOS  530P  OK KOW1            [redacted]                                         ...⇄ AFRICA WORLD AIRLINES/BAG- 1P/23KG/PLATE ON 169/OP BY           FARE    USD70.00 TAX   25.00YQ  TAX   60.00GH                   TOTAL   USD155.00                                   �...⇄                                         ...⇄ ACC H1 LOS70.00NUC70.00END ROE1.00    
 
From: [email protected] <[email protected]>Sent: Wednesday, December 16, 2015 9:11 AMTo: [redacted]Subject: Smartfares - Your Reservation Has Been Confirmed
 
Dear [redacted],
Your reservation is confirmed and tickets have been issued.
Smartfares Reservation Code:
[redacted]
Airline Confirmation Code(s):
Hahn Air Systems : [redacted] 
Traveler(s):
[redacted]
Ticket Number(s):
Document [redacted]
Itinerary:
KOTOKA INTL, ACCRA(ACC) to MURTALA MUHAMMED INTL, LAGOS(LOS)
Hahn Air Systems # [redacted]
DEPART 01/04/2016 05:30 PM
ARRIVE 01/04/2016 07:30 PM
*Additional baggage fees may apply: Hahn Air Systems  Seat Information: Please Click Here