Smartfares

Joycelyn, I have processed a refund for the disputed amount. A receipt is attached. The funds may take up to 10 business days to return to your account depending on the policies and procedures of your card issuing bank. Regards, Zack NelsonSenior Executive AdministratorDIRECT: (858) 429-7599 x [redacted] – FAX: [redacted]EMAIL: [redacted]

Revdex.com,Thank you for providing me with the original booking. I have processed a refund in the amount of $650.00 to this customer. It may take up to 10 business days for the money to be returned to the card depending on the policies and procedures of their card issuing bank. I have attached a receipt of this refund for your convenience.Regards, 
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: [redacted]
EMAIL: [redacted]

Revdex.com,
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.
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.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]
?
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

Below is the email from my refund department.   They found the duplicate change and have processed the refund.
It should take between 7-10 business days.
We investigated the case and found double charge, hence refund in the amount of USD 726.80 has been processed from...

[redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]>
They had provided the stated refund. Thank you.
This is ONE of the expected outcomes. 
My goal was also the company provide a fair information in the website to avoid other customers going to the same process/leading error. The company may expect to extra charge other customers with a minority undergoing the lenghty process of calling them back, spending time over the phone, complaint to the Revdex.com, etc etc. I am seeking for more transparency from the company to customers.
Regards,
[redacted]

Thank you for these PDF’s. The record locator originally provided was incorrect, but it was included on the confirmation. I have refunded the disputed amount to the customer. It may take up to 10 business days to go back to the card that the customer used depending on the policies and procedures of his card issuing bank. Here is a receipt for your records:     ARC #:05708776PED:21DEC14 Today's Date:19DEC14  Issue Date:19DEC14ESAC: Document #:[redacted]  Total:877.80 Passenger Name:[redacted]  Admin/Penalty:-Form of Payment:[redacted]  Refund:877.80                 Thank you for your help as always. Regards, [redacted] NelsonLBF Travel, Inc.

I will work with Mr. [redacted] directly.   He is due a full refund with out penalties.   We are awaiting the waiver from the airlines.I have emailed Mr. [redacted] to contact me directly to resolve.

I did listen to the call.   Agent [redacted] has a very thick accent.  I can see where Ms. [redacted] was having a hard time understanding him at times.   He at no time called her stupid.   He was showing frustration which is unacceptable from our side.  [redacted] then...

transferred her to floor supervisor [redacted].   [redacted] was very helpful and patient.   He explained everything she needed for check in.  Gave her the airline confirmation number and discussed baggage.  It appears [redacted] was able to reassure her everything was confirmed. She appeared appreciative at the end of the call.
He apologized for agent [redacted]s behavior.   He will be spoken to. I have emailed Ms. [redacted]'s daughter [redacted] to explain everything.  I also explained we are unable to refund anything as these tickets are non refundable.
I will be available for any questions they may have for their travel.

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. However, their claim that there were no flights leaving Toronto at/around 12:30 is untrue. There is a West Jet/ American Airlines Combo That leaves At 12:30 p.m. Flight #'s 1206 and 4480. I'm not sure why they wouldn't have offered me this flight. Although Smart Fares corrected my return flight day, I will be inconvenienced and arrive in Atlanta a mere 5 hours before I am to be at work. In Summary, they gave me a flight, just not what I had originally purchased on 04/22/2016
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. They have resolved and refunded me back the money into my account.
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 7/24/2014
I hope this makes it clear to the company
[redacted]

I refunded the difference of 15.10 yesterday.  You should see that with 3-4 business days