Smartfares

I have researched this matter.   I belive Mr. [redacted] is due a refund.   I am showing his tickets are refundable less the penalty.  I have reached out to my airline accounting team to request the 2 tickets to be refunded. Less the penalty.  Which I am showing to be $300.00...

per ticket at this time.  I will inform Mr. [redacted] with the process is complete.

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

I had...

originally filed a complaint back in July or August about the company being deceptive in the times they booked my flight and resulting in myself and travel partner missing our return flight home that turned into a very expensive series of events to get home. My original complaint was replied through the Revdex.com from the company, they asked what I felt was a fair refund. I had replied through the Revdex.com asking for a FULL refund. I waited weeks for a follow up. Nothing. I finally checked back on Revdex.com website and my complaint had been settled as RESOLVED and was no longer open. So I contacted the company directly (and saved all correspondence) I asked if they had inteded to give me a refund and sent screen shots of their reply to me through the Revdex.com. I emailed back and forth with a supervisor. First she wanted to listen to the recording of when I ordered my tickets, but it had mysteriously disappeared! Then after that she just told me that I should have known better and I am the only one at fault for missing the flight. After that response I questioned her again asking why they would ask me what I felt was a fair refund if they never intented to give me one. 3 days later they replied back again that I am soley responsible for the missed flight and all they will refund is a $32 service charge. This company has been deceptive and dishonest through this entire process. My original complaint should have never been settled as RESOLVED. I have considered legal action, and I have NEVER been so disgusted with a business as I am smartfares. I will NEVER consider using their services in the future, and I warn anyone who reads this not to use them either. I would suggest to the Revdex.com to follow up with any resolved complaints with this company. After my experience, I would not expect them to follow through with any course of resolution with any complaint filed against them.
I desire that my purchase price be refunded. However, I know that even if they reply and say they will do so that they truly will not. Their rating should be much lower. I reccomend investigation into the deceptiveness and dishonsty that they have portrayed through my entire experience.

Revdex.com,
I do not see any additional information submitted by this customer. He states that he is speaking with Mr. Harders. We already have a senior manager working on it as well. What is the further information that he submitted?
Regards,
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858) 408-3815
EMAIL: [redacted]

Revdex.com,
I'm seeing that we sent a confirmation email to this customer on 7/5/14 saying his ticket number [redacted] was confirmed. However, he must have spoke to someone and cancelled because I see the ticket was voided and never charged. The ticket was voided on 7/6/14 and should never have hit the...

customers bank account/credit card.
Can the customer please show that he was actually charged? I believe on 7/7/14 when he saw the charge, it was a pending charge from when it was ran on 7/5/14, and it hadn't dropped off yet from the void on 7/6/14.
Regards,
Zack Nelson
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858) 408-3815
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, if it does, will consider this complaint resolved. Below is a copy of the email that was sent to Arin [redacted] on 1/21/in response to his request.
[redacted] - reference #[redacted] - Refund
Check To
[redacted]
Today at 9: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 $refund
Thank you for your
assistance in this matter
Regards,
[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.
No action was proposed. Instead I received an explanation that makes no sense in light of the fact that I had received a confirmation for the flight I booked (original e-mail below). There was no mention of the fact that this reservation is not final until I receive a second confirmation (and what would be the purpose of sending the first one then). The explanation about airline inventories is flat out ridiculous ... the ticket was never issued because Travelation never issued a ticket due to an 'internal problem' as admitted by their employees. And now I am told that the respondent could not even find the reservation in their own system ... this speaks volumes about how this company does business. I still expect to be compensated. FYI I am attaching the complete confirmation e-mail I received and that I relied on when heading to the airport on 8/26.
Regards,
[redacted] 
 
===
Dear [redacted],
 
 
As per our conversation, we have confirmed your reservation as requested below.
 
 
Reservation 6-Digit Reference Code: [redacted]
Travelers:
1) [redacted]
2)[redacted]
3) [redacted]/?[redacted]
?
Itinerary:
     DELTA AIR LINES       26AUG SAN FRANCIS CA ATLANTA GA     845A    436P          DL [redacted]             TUESDAY SAN FRANCISCO  HARTSFIELD JAC                       DELTA AIR LINES       26AUG ATLANTA GA     STUTTGART      535P    840A          DL [redacted]              TUESDAY HARTSFIELD JAC STUTTGART AIRP         27AUG         DELTA AIR LINES       02SEP STUTTGART      ATLANTA GA     1015A   243P          DL [redacted]              TUESDAY STUTTGART AIRP HARTSFIELD JAC                       DELTA AIR LINES       02SEP ATLANTA GA     SAN FRANCIS CA 430P    [redacted]          DL [redacted]              TUESDAY HARTSFIELD JAC SAN FRANCISCO                         Grand Total: 3 Tickets - $2763.74
 
 
Please review your trip details for name spelling, travel dates, and times.
Contact us immediately with any errors or discrepancies at 1-###-###-####, or you may email[redacted]
Changes or corrections may not be possible outside of 24hours of when originally purchased.
Tickets are Non-Refundable, Non-Transferable, and changes are subject to penalties and fare increase.
 
We value your business and look forward to serve with your travel needs in near future.
 
Regards,
[redacted] 
Sales Executive (Extention:- [redacted])
Ph: ###-###-#### International : ###-###-#### Fax: ###-###-####
[redacted] 
Call 24 hours a day, 7 days a week, Open all holidays

Revdex.com,
I have refunded the requested amount. It will come through in two credits: $400.00 and $118.20. The refund may take up to 15 business days depending on the policies and procedures of the customer's card issuing bank and our issuing banks weekly batching process.
I have attached receipts for...

these two refunds for the customers convenience.
Regards,
[redacted]
Senior Executive Administrator
LBF Travel, Inc.

Per the documentation I am showing a refund of $400.00 has been processed.   I show they originally booked 4 tickets from Savannah to Reno. Someone called to cancel one of the passengers.   They now have 3 people flying.  They are holding credit for future use for the...

cancelled booking.   They were advised the airlines charge $200.00 to change a ticket.  Plus the difference in the new fare.
Request of $400.00 has been processed.

additional refund of $32.21 processed

Revdex.com,We charge a fee to exchange airline tickets. This is a time consuming, difficult task that has to be done with precision. The airlines set the rates for the tickets. If you want to exchange your tickets to a different flight, if that flight's cost is higher, the customer must pay the fare...

difference, as well as the exchange fee.I hope this clarifies the matter.Regards,[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858)
408-3815
EMAIL: [redacted]

Revdex.com,
I have refunded the requested amount. It will come through in two credits: $400.00 and $118.20. The refund may take up to 15 business days depending on the policies and procedures of the customer's card issuing bank and our issuing banks weekly batching process.
I have...

attached receipts for these two refunds for the customers convenience.
Regards,
[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

We are awaiting the receipts for Parking and Hotels. So that we may reimburse Ms. [redacted].   Thus far we have refunded a total amount of $2574.39. Ms. [redacted] has agreed to this resolution.

Dear Revdex.com,
I am currently in Indonesia on vacation.  I will be in the Netherlands next week and I return to my home in California on February 11,2015.  Since I no longer have an account at Wells Fargo, where the original transaction and follow-up transactions took place, I will probably have to go into the bank to get old records from 2013.  I will do what I can to get things going from here but, given the situation I would like to request an extention of time to March 1, 2015 to provide you with the records.
Thank you,
[redacted]

Revdex.com,
 
I have refunded $489.00 to this customer's account. 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: (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 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 customer should have received the remainder of the refund by now. It looks like it was processed by [redacted] Airlines on February 12th, 2015.Here is the email from the airline: 
“February 12, 2015
PASSENGER:
[redacted]
TICKET(S):
[redacted]
REQUEST
ID:[redacted]
Dear [redacted]:
Customer Refund Services has received your request for refund of the above
referenced ticket.
We are pleased to inform you that your request for a refund has been
approved and was processed today. You may verify the details of your refund by
entering your 13-digit [redacted] ticket number, beginning with [redacted], and your last
name or your 8-digit refund request number (see above), using the following
link; http://www.[redacted].com/web/en-us/content/reservations/refunds/refunds.aspx
Thank you for choosing [redacted] Airlines. We look forward to serving you
again.
Sincerely,
Customer
Refund Services “
Please let me know if the customer did not receive the refund and I should follow up with the airline again.Regards,  [redacted] Senior Executive Administrator DIRECT: (858) 429-7599 x [redacted] – FAX: [redacted]
EMAIL: [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, As stated in my last response, I cannot issue free airline tickets. I do not have that inventory to give. This customer was able to fly on the reservation. I offered to waive fees on all future bookings and have a senior San Diego travel agent do her bookings personally. There is no credit I can give here and there is no money outstanding to refund. Regards, [redacted] Senior Executive Administrator DIRECT: (858) 429-7599 x [redacted] – FAX: [redacted]EMAIL: [redacted]