Smartfares

Revdex.com I have received full refund from [redacted] airlines for reservation [redacted]6 I have not yet received a penny from smart fares  for reservation [redacted] with [redacted] airlines for which $4,184.84 was withdrawn from my credit card by smart fares agent Mr. Banner Williams. on 7/24/2014I hope this makes it clear to the company[redacted]

Revdex.com,As a courtesy, I have refunded the $30.00 refund penalty imposed by our company to refund these tickets. In regards to the refund itself, generally airline tickets are non-refundable. In the case that the airline ticket is able to be refunded, there are penalties from the airline, which can be...

quite large. This customer had four airline tickets that were $812.60 each. Please have the customer confirm the amount of the refund she received.Again, I have refunded the penalty from our side. We have no say over the airline penalties involved with refunded tickets.Regards,[redacted]LBF Travel, Inc.

Revdex.com,
This customer has a lot of bookings with us and I am a little confused by what he is asking for here. We really need to see a copy of his bank statement if he is claiming he has been triple charged for a booking. I cannot find any duplicates. Please have the customer provide...

that and we will research accordingly.
Regards,
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: [redacted]EMAIL: [redacted]

Revdex.com,I have refunded the $650.00 fee. Please see the attached receipt. Please have the customer confirm if they received a refund on the airline ticket portion yet.Regards,[redacted]
Senior Executive Administrator
DIRECT: [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]

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. 
Regards,
[redacted]

Revdex.com,
I am only seeing the $200.00 charge. Can this customer please show me the charge in question on her credit card statement please so I can track it down? I apologize for the inconvenience experienced here.
Regards,
0pt"> 
 
Zack Nelson
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858) 408-3815EMAIL: [redacted]

I can say the issue is resolved but only through my efforts and those of third parties, not this company. After consulting with Spirit Airlines, they agreed to not process the charge for the original tickets. We then purchased tickets with the changed dates directly from Spirit. As far as the $40.09 fee the company charged us for brokering the first attempted ticket purchase, they didn't refund it and said the charge would stand. I then disputed the charge through my credit card company. They (my credit card company) have given me provisional credit for the charge. Assuming this company does not wish to take it further we will have not been harmed financially and I will consider the matter closed. I still believe their business practice in this instance was less than what I would think should be acceptable for an accredited company.

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]

My parents (both in their mid 70s) booked air travel through Smartfares to attend a family celebration. They got a confirmation number. But the day before travel, when my mom tried to check in with American Airlines, she was told there was no reservation. Smartfares would take no responsibility for the vanishing booking. The agent told her it was her responsibility to have noticed that the charge for the tickets hadn't appeared on her credit card statement! He then falsely claimed that they made attempts to contact my parents about an (unspecified) booking issue: he theorized that their email went to my parents' spam folder (my mom checked: nothing there); and said several attempts were made to call and leave a message but "maybe your mailbox was full" (it never has been). My mom then had to make an 11th-hour re-booking of their flights -- at higher cost and less convenient return time. Smartfares denies responsibility for their error or for the extra cost. "Smartfares" indeed! Smart enough to take money from senior citizens and give them nothing in return. The Revdex.com should rethink it's B rating for these swindlers.

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.

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 amount they are offering is not enough.
Regards,
[redacted]

I spoke with Ms. [redacted] numerous times.  When she called to ask what the penalties were our agent advised $175.00 per person.
At the time this is what it was since it was within 24 hours.  She booked on May 18 2016.  She called us on May 19 2016 to request penalties should she have to cancel.  She was traveling with her 2 children.  One of her children was unable to get off work.  When Ms. [redacted] called 2 weeks later she was informed the penalty is $500.00 per person. In actuality tickets were non refundable. This was an error with one of our newer agents. What he should have said was you can change your tickets with a penalty. Ms. [redacted] was sent an email when she originally booked the 3 tickets.  In this email it stated tickets were non refundable.  Which she replied via email she agreed to.  Ms. [redacted] explained to me she no longer wanted to go on the trip if her daughter wasn't able to go.  She requested all 3 tickets be refunded.   She was advised she can hold the credit for future use.  She would have to pay the penalties of the airlines plus the difference in the new fare.
Our only error was that of a new agent.   Ms. [redacted] received confirmation stating tickets were non-refundable.
We can only go by the rules of the airlines.

Revdex.com,To clarify, this customer had three valid bookings with our company, none of which were Bar Harbor to Newark.1. [redacted] - 9/4/14 - Seattle to Boston2. [redacted] - 9/6/14 - Boston to Bar Harbor3. [redacted] - 9/14/14 - NYC to SeattleWe never sold a flight from Bar Harbor to Newark so there is nothing that we can refund here.Regards,[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: [redacted]
EMAIL: [redacted]

Revdex.com,
I apologize for the initial response. It appears I responded to the wrong complaint.
I have processed a refund in the amount of $1,269.12 to this customer. It make take up to 10 business days to return to their card depending on the policies and procedures of their card issuing bank.
I have attached a receipt for your convenience.
Regards,
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858) 408-3815EMAIL: [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.
Regards,
[redacted]

In order to expedite this process and not have the customer wait 8-10 weeks, our company is going to mail him a check for the balance, and then have the airline reimburse us on their normal payout schedule.
 
Please have the customer confirm his full name how it appears on his bank account and the mailing address we should ship the check to.
 
Please send it to me via email and I will get this processed ASAP.
 
Regards,
 
[redacted]
Senior Executive Administrator

In addition to my existing claim, I would like the reimbursement fee to be only $400 rather than $800 because Smartfares was able to provide a return flight in the business class.  Even though I added an additional $357, which I shouldn't have been charged in the first place for the error...

that the agency made, I respectfully for a refund of $400 for the original departing flight where I was in economy class.  
Sincerely,
[redacted]

Revdex.com,
I have refunded this customer for the disputed amount. I have attached a receipt of the refund for their convenience. Please note that refunds may take 10 business days to refund to the customer's card 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 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]/[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]