Smartfares

Revdex.com,
Class of service would have nothing to do with the boarding of the plane. This customer was listed by the airline as a no show. We called the airline and confirmed he was a no show. He most likely showed up late and missed his...

flight.
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.
I reject smartfares trying to shift blame of refund  to a commercial maze of subsidiaries and terminologies .i.e. consolidator bookings/inventory.  They were prompt in receiving my money and should now do the same to refund on request
The fact is  I spoke on the telephone with smartfares.com /travel help desk consultants  who requested payment by credit card for flight reservations. 
Reservations /cancellations were made and detailed flight itineraries were emailed to me.  I am definitely  due my refund  on cancellation of reservation in the circumstances.
The balance $700.00 dispute was  not refunded to my credit card.  I will accept refunding my card. I will fax you a copy of card statement as requested.
I will also accept payment of the $4000.00 one also by direct card refund . This payment as of date has not yet been credited to my account
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]

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
At this moment in time, no refund has been received from [redacted] Airlines
Could I have the details of the ticket [redacted] Airlines say they have refunded?
If according to his message, Smart Fares are handling the total [redacted] Airlines refund, then Smart Fares should  refund the customer in full and later take the matter up with [redacted] Airlines. That would be the professional thing to do
Regards
[redacted]

Revdex.com,
We do not control airline ticket inventory. Inventory is uploaded by the airlines directly through a Global Distribution System (GDS) that syncs up with our website, as well as all other websites selling airline tickets. While inventory may show available while the customer is going...

through the booking process, sometimes we are unable to confirm the reservation. Customer's are always notified as soon as possible via email and/or phone call.
I do not even see an intial confirmation of this reservation in our system. The inital confirmation states that we received the reservation request but tickets have not been issued and the booking is not confirmed. Once tickets are issued (generally within 20 minutes of online booking), the customer is notified with a second confirmation email which provides ticket numbers.
Regards,
[redacted]
Senior Executive Administrator
LBF Travel, Inc.

I thought I already responded to this.    Refund was submitted and processed.
Refund Information
Refund Transaction ID
[redacted]
Refund Amount
class="amount_negative">$922.80 USD
Refund Status
Settled
Refund Date
03/17/2016 09:16 PM CDT
Ms. [redacted] was advised on March 17 refund processed.

Mr. [redacted] was sent an email the same day he booked.   The email states tickets are non-refundable.   Had he called withing 12 hours of booking. We would have been able to void everything with no penalty.   However he called 3 days later.  Unfortunately we have to go by the rules...

of the airlines.  All tickets are non-refundable and non-transferable.  You can hold the credit for future use.  Generally you have 1 year from date of issue.   However you are still have to pay the penalty the airlines charge as well as the difference in the new fare.  Mr. [redacted] has since disputed the charge with his credit card company.  This is not a valid dispute as he agreed to the ticket.   Below is a copy of the email sent to Mr. [redacted] showing tickets are non-refundable. [redacted]TD. Press the Enter key to open the contact card.">Travel Document <[redacted]>  Reply all|Today 3:25 PM[redacted]Inbox AGENT: FL BOOKING REF: [redacted] DATE: 26 AUGUST 2016 [redacted] BILLING ADDRESS: [redacted] 3[redacted] US MISCELLANEOUS FRI 02 JUNE 2017 ----------------------------------------------------------------------------- DEPARTURE: NEW YORK (EWR) 02 JUN - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - CONFIRMED GENERAL INFORMATION ----------------------------------------------------------------------------- GRAND TOTAL//INCLUDING TAXES AND FEES//339.85 [redacted] IT IS POSSIBLE THAT YOU MAY SEE SEPARATE CHARGES ON RII YOUR CREDIT CARD FOR THE PURCHASE OF THESE TICKETS THAT WILL NOT EXCEED THE AUTHORIZED AMOUNT. PLEASE CONTACT THE AIRLINE(S) 24 HOURS IN ADVANCE TO RE-CONFIRM YOUR FLIGHT(S). [redacted] BUYER AGREES TO ALL TERMS CONDITIONS OF SALE TERMS AND CONDITIONS ARE AVAILABLE BY REQUEST [redacted]NAME CHANGES ARE NOT ALLOWED.[redacted]TICKETS BOOKED ARE NON REFUNDABLE[redacted]CHANGES AND CANCELLATIONS[redacted]SOME TICKETS MAY BE CHANGEABLE FOR AN ADDITIONAL FEE TO MAKE CHANGES PLEASE CONTACT OUR CUSTOMER SERVICE DEPARTMENT AT 858-256-7282 AND OUR TRAVEL EXPERTS WILL BE GLAD TO ASSIST YOU 24/7 [redacted] CHECK YOUR TRIP ONLINE[redacted]

To whom it may concern;
In reference to the last email I have received from [redacted], please find response below:
AGENT CW/CW BOOKING REF [redacted] (this is the Ref # that was given to me)
Airline Confirmation Code: United Airlines: [redacted]
The email address I used: [redacted]
Thank you. 
[redacted]

Revdex.com,This customer has not provided any new information. Does she not want these tickets anymore? Does she want a refund? How can I resolve this issue.Regards,[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: [redacted]
EMAIL: [redacted]

[redacted]: I have processed a refund for the disputed amount. A receipt is attached to this email.

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] 
 
 
Yes, this business did misrepresent the cost of the fare and their service. I would like a refund of the difference between the actual airfare and their "fee". I do not want this business doing this fraudulent practice to others.

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. 
Their statement by SmartFares that the charges were by [redacted] is incorrect and baseless. My credit card statement clearly specifies that the charge was made by 'LBF Travels', which is a sister concern of SmartFares.
 
[redacted]

When our agents book over the phone they generally give the client a total cost.  They tell them this includes taxes and fees. 
In this case the agent added 20.00 per ticket as a fee. Many web sites charge fees.   They vary depending on the itinerary.
As a courtesy we...

have refunded the requested $80.00

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 have refunded $70.00 which is the only fee associated with this customer that I can find. It may take up to 10 business days to return to the customer's account depending on the policies and procedures of the card issuing bank.
It appears that the mistake on the...

first ticket would be the customer's fault since she booked herself. The 2nd ticket, if what is stated as true, would be an agent error that we can review. I need specific details from this customer of what she told the customer and what she intended to have booked so I can compare with the actual itineraries.
I apologize for the inconvenience this customer experienced.
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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I am sorry to say but there was in big difference in the ticket purchased for week 7 in February $1023.50/person to week 6 in February $560.00/person.  Why are you not stating the truth about the plane fares. As far as the $200.00 goes I called back on 2 different times to try and talk to supervisor and finally [redacted] gave me that refund not at all to cover the cost of the exchange.  As far as I'm concerned this matter is not closed until you refund the difference in the air fare of $920.00.  You and your company know that the price of the air fare was different what is it going to take to get you to refund that difference. Please state what a round trip ticket from New York JFK to Aruba for week Feb. 12th March 5th vs Feb 5th - February. 26th was just for the record.

Revdex.com,
I need two things so I can work on issuing a refund for the disputed amount:
1. Have the customer forward the email to me: [redacted]@[redacted] - The copy and pasted version cannot be considered official.
2. Show me a receipt or the credit card statement showing the amount that the customer ended up paying for the airline ticket at the airport.
Once I have these two pieces, I can work on getting a refund for the difference.
Regards,
[redacted]
Senior Executive Administrator
DIRECT: ###-###-#### – FAX: ###-###-####
EMAIL: [redacted]@[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 did open a complain about this issue before and it was closed before I could reply (the complain ID [redacted]) The company's reply was not correct. The details I stated are pretty much what happened. Plus I have a picture of the actual page when I was booking the flight where it stated clearly in red in top right (Free Cancellation Included!) which was not true at all when we reached that point.Full refund.

We are very sorry for Mr. [redacted]'s frustration. I offered him the same fare he was quoted on United Airlines. He declined this.  I was in the process of offering him the [redacted] Airlines at the same fare. We were willing to pay the difference of $90.00.  He had already rebooked his flights.  We are very sorry Mr. [redacted] feels as though he was mistreated.   He declined every offer we gave him.
We feel as this case is now closed.

Revdex.com,
Our initial rebuttal and timeline still stands:
Our websites state free cancellation within 12 hours. This customer booked a reservation on March 17th. This customer initially called into cancel because he realized his passport was expired. He called after the 12 hour window was expired. When told the cancellation penalty, he said to not cancel since he wanted to check with the embassy first to see if he could travel. The customer called us again on March 21st to change the reservation. There was a $300.00 fee to change the airline tickets. The customer declined to make the change. He then called back again the same day to check status on the confirmed flight.
The ticket is non-refundable but the passenger maintains credit with the airline in the full amount of the purchase price. It will cost $300.00 to change his ticket to a different itinerary.
This customer has not included any new information to dispute anything we previously said.
Regards,
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: [redacted]EMAIL: [redacted]