Smartfares

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 flightIt is about the way the company acted when I initially complained about itWhile 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 refundThinking they wanted to work with me I respinded to the Revdex.com that I was satisfied with how the company wanted to resolveThey never contacted me again until I started talking to one of their complaint supervisorsShe 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 didIt's discusting the way they have treated meI 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/ Complaint On the evening of September at 9p.mI called the number at the top of the price list of fly.com aka smartfaresI talked to someone named [redacted] and told him what I wanted vis-a-vis booking a flightThe first price he quoted me was way above that quoted online under SmartfaresI told him this and somehow he managed to find the matching price and bettered it by two dollarsThen suddenly those fares disappeared- no fault of his I knowBut he continued to call me back though I had never given him my numberI finally talked with him and established that I wanted to purchase such and such ticketsSince 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, etcetcThe lies just continued often times with a different callerThree times I was told the airline tickets would show up in my email in 1-hoursGuess whatThey never didAt 4:I had yet another call from Smartfares people saying that they couldn't get me on the connecting flight I wanted and that was advertisedAt 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 reservationAt 6:I called the Smartfares number two times with my intent to cancel the reservationNo one picked up the phoneAt 6:I called my credit card company and told them to withhold all payments from Fly.com or Smartfares or whoever they were calling themselvesAt 6:I got a call from [redacted] at Smartfares aka Traveler Helpers Desk aka whatever that my tickets had been purchasedI 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 9:p.mcalled Skyfares number 877-216-They advertised fares lower than were postedBut when I initially called and talked to [redacted] he offered me fares that were at least $more than were posted onlineWhen I pointed this out, he suddenly found cheaper faresI then decided I didn’t really want to deal with him so got off the phone• Then received calls from 858-256-though I had never given [redacted] my number• Called back to 877-216-and woman there said no flight in earlier price range was availableI said fine and got off phone • At 10:received call from [redacted] at 858-256-and reserved four airline tickets at a price of $eachHe tried to put me on the 4:connecting flight to KonaI said no, I wanted flight that arrived at 2:as was advertised [redacted] said the tickets would come in one to three hours• At 10: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:I said I didn't want to but okayed it since it seemed important to him• 10: [redacted] calls saying that he sent me the new itinerary with the 3:connecting flightI asked where were my tickets- coming in one to three hours he said • pm another call about ?? I said I still haven't received the tickets [redacted] said they would come in an hourFRIDAY ,SEPTEMBER • 6:A.MI emailed [redacted] asking about the ticketsHe responds at 3:10p.msaying “Due to some technical problemYour ticket is in processonce the ticket issuedI will be sending you email about ticket numbers.” • 7:am received call from women at 858-256-saying they had the wrong credit card number on file from meVery bogus• 9:am I called the agency and said where are my ticketsI want to cancel Desired Resolution I seriously want this company(ies) out of businessThey are deceptive and lie constantlyI can count at least six lies that were told to me in the course of hoursYou go on any other airline ticket service and you buy the tickets and they are immediately issued to youSmartfares 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 themI would like to save someone else the stress and the wasted time I went through with Smartfares and their stories and lies about technical difficultiesI mean really.I was born at night, but not last night I want all the money put back in my credit card accountI 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.According to American airlines (receipt attached) On December 26th, 2016, the day before the trip, Lowcostairlines (LCA) changed the original reservation that we had purchased on 08/14/for another one of much less price with such bad conditions that the airline company couldn't even assign seats given that the flight was full causing a lot of trouble for our tripI agreed to pay for regular air tickets of $with the regular conditions of online check in, seats assignments and change notifications which we couldn't ever get from the cheapest tickets of $than LCA gave us We require compensation for all the trouble caused on those cheapest tickets we didn't agree to payThat was a bad faith intentional dishonest act on this company, Regards, [redacted] ***

[redacted] / [redacted] : I do not see the pieces of information I requested from this customerThe last correspondence in this dispute was from me asking for the following: Have the customer forward the email to me: ***@lbftravel.com - The copy and pasted version cannot be considered officialShow me a receipt or the credit card statement showing the amount that the customer ended up paying for the airline ticket at the airport

Revdex.com, Our websites state free cancellation within hoursThis customer booked a reservation on March 17thThis customer initially called into cancel because he realized his passport was expiredHe called after the hour window was expiredWhen told the cancellation penalty, he said to not cancel since he wanted to check with the embassy first to see if he could travelThe customer called us again on March 21st to change the reservationThere was a $fee to change the airline ticketsThe customer declined to make the changeHe 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 priceIt will cost $to change his ticket to a different itinerary Regards, [redacted] Senior Executive Administrator DIRECT: (858) 429-x [redacted] – FAX: [redacted] EMAIL: [redacted]

Revdex.com, It does not appear this customer’s reservation was ever ticketed or confirmedI cannot find any charges associated with this customerIf the customer still believes he is charged, please have him send me a copy of his bank statement to confirmRegards, [redacted] Senior Executive Administrator DIRECT: (858) 429-x [redacted] – FAX: (858) 408-EMAIL: ***@lbftravel.com

Revdex.com,I can only locate a $charge on the record locator that the customer provided: [redacted] .Are there any other reservations that the customer can provide me? I will gladly refund that fee if this resolves the problem but I cannot find the $that this customer is referring to.If she does not have another reservation which I can pull up, I am going to have to request to see the fees from us on her bank statement as I cannot find them.Regards, [redacted] Senior Executive Administrator DIRECT: (858) 429-x [redacted] – FAX: [redacted] EMAIL: [redacted]

after researching this in full we have determined this was agent error We have refunded a total of back to [redacted] ending in ***

I spoke with Ms*** This was an unfortunate situation Originally there was a problem with the credit cardIt kept getting declined We tried to reach Ms [redacted] a number of timesWhen we finally did get the card to go thru the itinerary was cancelled due to no ticket numbers I explained to Ms [redacted] you always want to call the airlines or go online hours prior to departure to avoid problems at the airport I also explained she never received the final email confirmation showing tickets issued

As I advised the reminder of your group We stand behind our statement regarding the cost of the airline ticketsThe tickets were all booked thru one of our consolidators The price you see on the United receipt is only a portion of the cost of the ticketsYou would not have been able to find this fare on any website as this was a special fareAs a courtesy I have refunded the $

Revdex.com, I need a little bit of clarification from this customer regarding the datesIt appears that there is an original booking from 3/23/that was out of TrentonIt states this clearly on the confirmation letterThen it appears there are two more confirmation codes that fly out of Philadelphia for the same passengersThese were booked on 5/19/Was this customer charged anything extra to correct the flights? It appears they had valid tickets leaving Philadelphia like they wantedI can refund any fees associated with this bookingI just need some clarification since the bookings are two months apartI've attached all three confirmation emails in a single Word document Regards, [redacted] Senior Executive Administrator DIRECT: ###-###-#### – FAX: ###-###-####EMAIL:***@lbftravel.com

[redacted] Revdex.com, It appears that this customer did get an airline ticket and fly (Ticket #***- [redacted] )If something happened with the initial ticket that the customer wanted and I sincerely apologize about thatAs a courtesy, I have refunded this customer $(over 25% of the ticket value)It may take 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-x [redacted] – FAX: (858) 408-3815EMAIL: ***@lbftravel.com

Tell us why here...I researched the complaint Ms [redacted] booked these flights over the phone with one of our agents on Nov 2, Ms [redacted] received an email confirmation showing dates and times This was sent on November 2, She was told at this time to double check everything Make sure dates are right, names routingThe reason for this is after hours we are unable to change anything without a penalty Ms [redacted] didn't contact us until April All tickets are under penalty of the airlines Ms [redacted] was advised we can help her make a change in datesHowever she will have to pay the penalties that the airlines charge, plus the difference in the new fare This is why it is so imperative to double check your itinerary the minute you receive the email

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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10193652, 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 The answer to the question that was asked by SmartFares is no, the tickets were not used because they cancelled the tickets with me but did not cancel them with Spirit Air LinesSpirit Airlines called me because there were two reservations for meI advised them that the first was or should have been cancelled by SmartFaresThey cancelled the tickets and refunded the flight amount of $I asked about the balance, they indicated that the $was a fee that SmartFares should refundI feel that their service was deceptive and poorThey did not provide any service to me therefore, I do not owe them an feeI want my $they charged me to be refunded and the case will be closed Regards, [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 numberA second and final email with ticket numbers will be sent to your email address within hours (up to on the weekends) indicating that a ticket has been issuedYou 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:***@lbftravel.com [redacted]

Revdex.com, Please have the customer send me the emails from [redacted] about the refundsIf something was supposed to be refunded I can take care of itI will research the refund in the meantime, but I need to see the emails Regards, 0pt"> [redacted] Senior Executive Administrator DIRECT: (858) 429-x [redacted] – FAX: (858) 408-3815EMAIL: [redacted]

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 per ticket as a feeMany web sites charge fees They vary depending on the itinerary As a courtesy we have refunded the requested $

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 tickets to be refundedLess the penalty Which I am showing to be $per ticket at this time I will inform Mr [redacted] with the process is complete

Revdex.com, Did the customer use this ticket? I cannot do a full refundIt costs money to exchange airline tickets to new locationsThere are fees involved both from the airlines, our company, and sometimes a consolidatorIn this case, most likely the agent offered to exchange the ticket with an airline fee as well as an agency feeIn order to help, they most likely waived or reduced our feeExchanges are time confusing and require diligent workOnly experienced agents are allowed to do them I'm showing the first leg of this flight has already leftPlease have the customer give me an update of what he has used and we can attempt to offer a partial refund as a courtesy Regards, [redacted] Senior Executive Administrator DIRECT: (858) 429-x [redacted] – FAX: (858) 408- EMAIL: [redacted]

Revdex.com, This customer did not state the amount of the refund they are seeking? Please have the customer clarify so I can research this case Is the dispute over $or the full reservation? Regards,> [redacted] Senior Executive Administrator DIRECT: [redacted] EMAIL: [redacted]