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.
[I have included in this email a copy of my Bank Statement for the Month of March and April which clearly shows that it was just one refund that LBF made to my account]
Regards,
[redacted]

Revdex.com,
These are old reservations from September 2013. This customer was double billed and our refunds department has been working for the last month to get the refund from the airline. The airline charged this customer directly and has the funds.
Our supervisor of customer service, [redacted],...

has also been working on this with the customer. He can confirm if this is incorrect.
Her contact information is: [redacted]
Regards,
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858) 408-3815
EMAIL: [redacted]

Revdex.com,
Our agents tried very hard on this reservation to complete this booking. This customer tried booking this reservation using three different credit cards. This takes a lot of work and time to complete and the fare went up on some of the airline tickets during this process. The...

customer in the end decided to cancel, and nine of the bookings were cancelled.
The two tickets that were not cancelled were for passengers with the last name of Lidondici. These two airline tickets appear to be the ones in dispute, however it appears that they were used. I do not understand why this customer is trying to get money back on airline tickets that were flown on.
Regards,
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: [redacted]EMAIL: [redacted]

I have had nothing but hassle with this company from beginning.wanted to talk to supervisor as I was directed to thru airlines,would not connect me to supervisor. had to pay extra money on airline ticket to be able to board. was told I didnt do what needed to be done

Revdex.com,
It appears that all of these transactions are legitimate. I apologize for the delay on this one, but it was hard to piece together because the reservation is so large.
There are three reservations. Each has 8 people. They are as follows:
1. 
Locator: 
[redacted]
Cost: $10,566.83Passengers:
[redacted]

[redacted]

[redacted]

[redacted]

[redacted]

[redacted]

[redacted]

[redacted]

2.Locator:[redacted] Cost: $10,566.82Passengers:
[redacted]

[redacted]

[redacted]

E[redacted]

[redacted]

[redacted]

[redacted]

[redacted]

3:Locators (split reservation):
[redacted]
Cost: $4818.45/$5283.42Passengers: 
B[redacted] 

[redacted]

[redacted]

[redacted]

[redacted]

[redacted]

[redacted]

[redacted]I hope this clears up all confusion on the charges. 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 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.

I see Ms. [redacted] did call to cancel her tickets.   We voided the tickets however the total charge never was sent to refunds.
Total amount charged 
[redacted]...

1389.20 13
refund processed 
TRANSACTION REFUND DETAIL FOR ID [redacted]  1389.13
we are very sorry for any misunderstanding.    When you book over the phone our agents search for the lowest fare.  It is possible the lower fare was not available at the time of booking.   However the class of service opened up.   This is one of the frustrating things about booking airline tickets.

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,I can only find a $200.00 charge under this reservation code and the airline tickets do not exist in our system. Was this cancelled for a $200.00 penalty?I can refund the $200.00 to the customer if this resolves the complaint.Regards,Zack Nelson
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858)
408-3815
EMAIL: [redacted]

I spoke with Mr. [redacted].   We address his concerns. We have refunded Mr. [redacted] his requested amount $240.00

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)
408-3815
EMAIL: [redacted]

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.My reservation was NOT booked in January 2014.  The unauthorized charge on my card was in February 20014. I called in for a quote and was asked for my card information to pull up the deals.  When given a price I asked for a breakdown.  I was told that someone would call me back with a breakdown and to authorize/confirm. Is there not a recording?  I continued to shop for prices and when I noticed the charge I called this company immediately.  I was told I would receive a full refund.  I waited for the refund but it never came.  Instead I began receiving emails for a schedule change.  I responded to the emails and began calling in. I also called the airline.  They had a difference of over $200 on record and directed me to take it up with this company. I have a voicemail from an Alfonso. I called in and he assured my my card would be refunded. All of this took place months before the day of the flight. Regards,[redacted]

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]

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 sent us an email saying that our reservation saying that the Bar Harbor to Boston and Boston the Newark were confirmed.  I provided that email as part of the documents that I shared.
Regards,[redacted]

Revdex.com,This customer never had a confirmed reservation with our company. She received an initial reservation received email when she attempted to book, but that email clearly states in red lettering:"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."We apologize for the inconvenience this customer has experienced, but we never charged her so there is nothing to refund.Regards,[redacted]
Senior Executive Administrator
DIRECT: ###-###-#### – FAX: ###-###-####
EMAIL:[redacted]@lbftravel.com

Revdex.com,I could not find the disputed amount of $271.44. The amount I found and was able to refund was $269.00. It may take up to 10 business days for the funds to return to the customer's account depending on the policies and procedures of their card issuing bank. This refund in the amount of $269.00...

was submitted on 11/16/15.[redacted]Senior Executive AdministratorLBF Travel, Inc.

Revdex.com,
I could not find the disputed amount of $271.44. The amount I found and was able to refund was $269.00. It may take up to 10 business days for the funds to return to the customer's account depending on the policies and procedures of their card issuing bank. This refund in the...

amount of $269.00 was submitted on 11/16/15.
[redacted]Senior Executive Administrator
LBF Travel, Inc.

Revdex.com,
 
We apologize for the inconvenience this customer experienced. I have refunded $400.00 to him. Please see the attached receipt. 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: ###-###-#### – FAX: ###-###-####EMAIL: [redacted]@lbftravel.com

Revdex.com,The only fee that I can find associated with this ticket is in the amount of $26.79. I have refunded that to the customer. It may take up to 10 business days for the funds to return to the customer's account depending on the policies and procedures of their card issuing bank. There is nothing else associated with this ticket that I can refund. Again, the customer was denied boarding due to not having the correct travel documents which is not the responsibility of our company.Regards, 
 
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: [redacted]
EMAIL: [redacted]