Smartfares

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 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 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not yet received a penny from smart fares  for reservation [redacted] with [redacted] airlines for which $4,184.84 was withdrawn from my credit card by smart fares agent Mr.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,
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]

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.

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 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 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]

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,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]

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.

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]

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]

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.

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

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]

Dear Sir/Madam – I would like to inform you that today (May 16th) the business transferred disputed amount to me. Unfortunately, I cannot update my complaint indicating that I am satisfied with the answer,...

as it was closed in your system prior to the issue being resolved. Regards,~ [redacted]

Revdex.com,
This customer agreed to a refund in the amount of $124.00 with our supervisor [redacted] on 10/1/15. On 10/4/15, this refund was processed. The matter should currently be resolved.
Regards,
class="MsoNormal"> 
 
Zack Nelson
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: [redacted]EMAIL: [redacted]

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]