Smartfares

The BOOKING REF [redacted]

Revdex.com,This customer received a an initial reservation email from us, but it clearly states in red ink:"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."This tickets were never issued and this customer was never charged anything.Regards,[redacted]
Senior Executive Administrator
DIRECT: ###-###-#### – FAX: ###-###-####
EMAIL:[redacted]@lbftravel.com[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, with following reservations:1) Since it takes up to two weeks for refund to be made to Credit Card, I would like to reserve acceptance for 15 days from today in order to make sure payment has been made.2) I received an email from the Supervisor of Customer Service at [redacted] (parent corporation I believe) that stated the actual refund which has been processed is not for the amount shown on the Revdex.com site ($32.21), but for the entire amount I was seeking which is stated in email as being $475.75.If both of the above conditions are met I will accept this as a satisfactory resolution. Thanks to Revdex.com!Regards,
[redacted]

Revdex.com,
I can only find one reservation for this customer attached to his email address. On that reservations I see one charge of $317.00 from the airline which was voided, and a $30.00 charge from us. I have refunded the $30.00 charge. It may take up to 10 business days to refund to the...

customer's card depending on the policies and procedures of their card issuing bank. The screen hunter attachment shows the charges and I also included a refund receipt.
If there are other charges, please tell me the reservation code associated with them, so I can locate them.
Regards,[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858)
408-3815EMAIL: [redacted]

Revdex.com,
I apologize for the delay in refunding this customer's second ticket. There was a problem with CZ airlines and it got delayed. On 9/14/15 the airline approved the refund and it was pushed through with a waiver code. The customer may have received the funds by now, but for...

refunds on airline tickets, sometimes it can take up to 15 business days.
Regards,
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: [redacted]EMAIL: [redacted]

This is the worst possible company to work with. We bought 3 tickets from them on 3/23/2016 from Denver to Cleveland. The flight was cancelled. The United Airlines refunded our money to the Smartfairs, Today after more than 6 months we were not able to get our money back. Their reps either hang up or put us on hold forever. I have called tens of times and sent many E-mails. I will file a lawsuit soon.

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.  Thank you Revdex.com for your assistance.  I am still owed $60. as I paid $60. more than the cost of the tickets purchased from Smart Fares.  Smart Fares kept the extra $60. They charged an additional $60. fee which they state they are refunding.  They should refund an additional $60.  in addition to the to the $200. charge which is being refunded.  I am relieved to be finished with them and their very questionable business practices. I wonder how many other people went through the same disturbing undiscussed business fees as I, and did not persue it further. 
Regards,
[redacted]

Revdex.com,I have sent a note to our collections department to cease all collection efforts on this account.Regards, 
Roman";mso-fareast-theme-font:minor-fareast;
color:gray;mso-no-proof:yes">[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 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 requestThe 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.As of this typing, I have not received a refund in full as merchant states in their reply.  I have only received a credit of $188.00.  The total charge was $203.10. The Merchant did offer me a full refund via e-mail, but I am waiting for the additional $15.10. I do not want to exceed my time limit for responding, so I am proceeding with my protest until the $15.10 is credited.
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
HE
I appreciate your help very much and am happy to express my
sincere gratitude to Revdex.com
HE
Thank you very much indeedAll the best in your honorable activity
Best regards,
[redacted]

Revdex.com,
I have refunded the $184.00 fee. Please see the attached receipt. Funds may take up to 10 business days to return to the customer's card depending on the policies and procedures of their card issuing bank.
Regards,
[redacted]
Senior Executive Administrator
DIRECT: [redacted] 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 apologize for my late reply. I've been in contact with the business, and it has felt that things going better, but it is starting to feel like a stalling tactic.As for the above statement, the agent "[redacted]" called the Airlines using my name to cancel the flights. I did not call either Philippines Airlines or United Airlines on the day that the flights were cancelled. The only time I called United or Philippines was in late March to confirm whether or not they had cancelled my tickets. It was then that I found out that the United flights were cancelled on Feb 21 and that the Philippines Airlines tickets were still ticketed.I have been in contact with [redacted] at (858) 429-7599 ext. [redacted]. I have written her an email today for an update. I would ideally like this wrapped up before I leave for my trip on April 9.Thank you for your response [redacted], and again I apologize for missing the deadline. I was under the impression that things were being resolved with [redacted]. Hopefully I will get a positive response from her this week.Thank you,[redacted]

Revdex.com,
I am showing this customer was charged a total amount of $538.00 for the trip. What does she feel is a fair refund for her troubles?
Regards,
[redacted]
0pt;">Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858) 408-3815EMAIL: [redacted]

Revdex.com,
This customer's reservation was never confirmed. He received an initial email that says we received the booking request and that clearly states:
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 this customer's experience, but we never confirmed the booking, never charged the customer's credit card, and there is nothing we can do in this instance.
Regards,
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: [redacted]EMAIL: [redacted]

Revdex.com,This customer received a confirmation email with valid ticket numbers on 4/15/15. I have attached it for your convenience. I can also forward it to the Revdex.com or this customer again upon request.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.
This complaint is not about the missed flight. It is about the way the company acted when I initially complained about it. While I'll stand by the fact that I was mislead when buying tickets through the company the biggest problem is that when I complained initially,the company responded through the Revdex.com and asked what I thought would be a fair refund. Thinking they wanted to work with me I respinded to the Revdex.com that I was satisfied with how the company wanted to resolve. They never contacted me again until I started talking to one of their complaint supervisors. She then said they would not give me a refund on my tickets but that they would refund me their processing fee, which they also NEVER did. It's discusting the way they have treated me. I would have been just fine if they said from the beginning that they would not refund me anything! Now they're just being rude and won't even apologize for heing dishonest!
Regards,[redacted]











12/10/2014






Complaint

On the evening of September 18 at 9p.m. I called the number at the top of the price list of fly.com aka smartfares. I talked to someone named [redacted] and told him what I wanted vis-a-vis booking a flight. The first price he quoted me was way above that quoted online under Smartfares. I told him this...

and somehow he managed to find the matching price and bettered it by two dollars. Then suddenly those fares disappeared- no fault of his I know. But he continued to call me back though I had never given him my number. I finally talked with him and established that I wanted to purchase such and such tickets. Since that conversation I had at least eight conversation and emails with the organization whose name somehow changed to travelers desk- calls ranging from the fact that the connecting flight needed to be changed, they had the wrong credit card number, Alaska airlines was slow in issuing the tickets, etc. etc. The lies just continued often times with a different caller. Three times I was told the airline tickets would show up in my email in 1-2 hours. Guess what. They never did. . At 4:29 I had yet another call from Smartfares people saying that they couldn't get me on the connecting flight I wanted and that was advertised. At that point I lost it and said if they didn't issue the tickets in the original requested time and dates I would cancel the reservation. At 6:21 I called the Smartfares number two times with my intent to cancel the reservation. No one picked up the phone. At 6:22 I called my credit card company and told them to withhold all payments from Fly.com or Smartfares or whoever they were calling themselves. At 6:32 I got a call from [redacted] at Smartfares aka Traveler Helpers Desk aka whatever that my tickets had been purchased. I told [redacted] that I was done with them and had canceled the flight payment.
This is an addendum to an earlier complaint filed as I have become aware of charges filed against my card that should not have been as I canceled my reservations with this group • Sept 18 9:17 p.m. called Skyfares number 877-216-8132 . They advertised fares lower than were posted. But when I initially called and talked to [redacted] he offered me fares that were at least $50 more than were posted online. When I pointed this out, he suddenly found cheaper fares. I then decided I didn’t really want to deal with him so got off the phone. • Then received 7 calls from 858-256-7282 though I had never given [redacted] my number. • Called back to 877-216-8132 and woman there said no flight in earlier price range was available. I said fine and got off phone • At 10:06 received call from [redacted] at 858-256-7282 and reserved four airline tickets at a price of $925 each. He tried to put me on the 4:10 connecting flight to Kona. I said no, I wanted flight that arrived at 2:15 as was advertised.. [redacted] said the tickets would come in one to three hours. • At 10:37 again got call from [redacted] that it would be better for me to take a later connecting flight to Kona, the middle one listed that arrived at 3:05. I said I didn't want to but okayed it since it seemed important to him. • 10:49 [redacted] calls saying that he sent me the new itinerary with the 3:15 connecting flight. I asked where were my tickets- coming in one to three hours he said • 11 pm another call about ?? I said I still haven't received the tickets. [redacted] said they would come in an hour. FRIDAY ,SEPTEMBER 19 • 6:53 A.M. I emailed [redacted] asking about the tickets. He responds at 3:10p.m. saying “Due to some technical problem. Your ticket is in process. once the ticket issued. I will be sending you email about ticket numbers.” • 7:17 am received call from women at 858-256-7282 saying they had the wrong credit card number on file from me. Very bogus. • 9:07 am I called the agency and said where are my tickets. I want to cancel.







Desired Resolution
I seriously want this company(ies) out of business. They are deceptive and lie constantly. I can count at least six lies that were told to me in the course of 21 hours. You go on any other airline ticket service and you buy the tickets and they are immediately issued to you. Smartfares has some sort...

of scam going on which I haven;t quite figured out byut they really shouldn't be able to frolic in the marketplace without a big warning sign next to them. I would like to save someone else the stress and the wasted time I went through with Smartfares and their stories and lies about technical difficulties. I mean really.I was born at night, but not last night.
I want all the money put back in my credit card account. I want Smartfares and TravelerHelperDesk to be investigated and to determine exactly what shenanigans it is they are pulling





Consumer Business Dialog

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.This is unacceptable.  I almost missed my flight because of the time I spent trying get my ticket reissued because of their company's mistake. Then I had to spend the time getting thru security and I was at the airport in more than enough time had I not been on the phone for  over an hour trying to get someone to take the time to fix the issue. Why would I want them to book anymore of my traveling arrangements in the future? So I can get hung up on, ignored, stressed from not knowing if I will get home when im scheduled to, spending hours in an area so I get reception waiting for a phone call from an agent when they made promises they would have it fixed??? Are you serious? Why should I trust them?  I even had the manager at the ticket counter speaking to them and she was in disbelief at how I was treated by this company.  I even have all the transactions from her regarding from the time I purchased this ticket til the time I FINAL got the revised ticket.  So again tell me why I should have them book my next trip??? Having a Senior Agent does not easy my mind because I had the manager taking care of the situation in the first place when it was incorrect. So they wont give me a ticket...that is fine. So how besides booking thru this company will I be compensated for this awful experience?
Regards,
[redacted]

Revdex.com,
I have sent a note to our HotelWiz programmers to completely remove this customer's information from our database.
I apologize for the inconvenience she has endured. I am confused if there still needs to be a refund issued here or not. Please have the...

customer clarify.
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 find that this resolution (cutting a check to me for $247.00) 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 amount is $247.00. I have not yet received reimbursement for this. My mailing address is as follows:[redacted]
Regards,
[redacted]