StudentUniverse

Dear [redacted] (**) and Student Universe (SU)This is my last offer to settle this case.1- On July 16, I had repeatedly contacted [redacted] (**) and Student Universe (SU) six times to request emergency service for transportation back to the USAHowever, both [redacted] and SU refused to provide such serviceAs a result, I suffer direct and punitive losses due to the service refusal of SU and **2- My current and best offer to settle this case just for the direct cost of the loss is valid only for a limited short timeOtherwise, the following conditions #and #applied.3- If SU and [redacted] does not accept my current and best offer, this case would incur additional costs and expenses such as pain, suffering, emotional and mental distress, punitive damages, enforcement, collection, etc...on top of the current figure.4- I would be delighted to provide whatever documents you request as long as [redacted] and SU provide me with all expenses paid round trip via air ambulance service with full life supported medical equipment and medical staff and insure my life for the whole round trip Regards, [redacted] ***

We have communicated with the customer and refunded the additional ticket she has purchased to the total refund amount of $We apologize for the inconvenience this has caused the customer and we are hoping to close the complaint in good light

We regret the delays that [redacted] 's son, [redacted] , experienced during his flight to Tulsa, OK last August 12, conflicting information had been provided by both StudentUniverse and [redacted] as to why the passenger was not allowed to take the flight as they had booked itWhile an [redacted] representative did provide them information that StudentUniverse had sold them a stand by only ticket, our lack of capacity to sell such tickets proves that this information is inaccurateThis ticket was sold under one of our several contracts with the airlines - the terms of which are not available to their regular agentsAs such, confusion can be had with regard to the type of ticket this actually isAs to whether or not the passenger was automatically assigned a seat at the time of purchase is a different matter altogether, howeverOnly a select number of seats are made available for pre-reservation of seats, and this number is controlled by the airlineThe rest of the seats on the aircraft will then be made available for selection during check in This could be one reason why the airport agent had informed them that the ticket was stand by only.As the ticket had been exchanged by the [redacted] supervisor for flights that [redacted] took, it is very unlikely that the airline can provide a refund on the airline ticketHowever, we at StudentUniverse will be conducting further investigation alongside [redacted] with regard to what had actually happened at the airport to appeal for possible compensation brought about by this series of inconveniences and confusion.We ask that [redacted] allows us time to conduct said investigation, and we will stay in touch via email once updates are available

Just like you said, the ticket CAN be change to different travel dates but has to retain same routing, I wanted to do that but the representative said it was too late to change, I called at least an hour before the departure time!I did not have a problem with this until I read through the policy again couple days ago!! Liars!! Stop repeating the same thing and get the issue resolved! Do not respond to this matter again If you are simply going to waste my time Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments belowRegards, [redacted] ***

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Student Universe owes me [redacted] dollar refundI filed a complaint with the Revdex.com before about this and they promised to refund me in 7-business days as of September 4, No refund has been made and it has been business days.Refund me Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below [I called on 7/31/to ask about the cancellation as I referenced the pop up notification which stated I could cancel/change within hours at no costNow no one seems to have any record yet, this is not acceptableAs I have stated before, I have already booked a new reservation because I was advised this would be canceled and the funds would be in my account within 7-business days.] Regards, [redacted]

Hi Revdex.com,Including our initial response to the customer via Revdex.com review."Hi Revdex.com, The ticket purchased by the customer is non-refundableShe called on August to cancel the ticket and was advised accordinglyFare rules are provided before travelers can finalize their reservations onlineOnce they agree, they will be asked to click a check box for them to finalize the bookingOn the same call, agency offered for the traveler to use the credit of the ticket for a future flight with the same airline but decided to call the carrier directlyNo cancellation was finalizedThe flight was scheduled September 2, and it's only on October 24, the customer called to use the creditAt this time the ticket was already suspended as the traveler no-showed on the flight - ticket has no more value."When the traveler called for cancellation and was informed that the ticket is non-refundable, an alternative option was offered at the same time which to use the credit of $(full value) of the ticket towards a future flightThe airline on the other hand is charging a change penalty of $for the ticket to be utilized on a future date, it's not Studentuniverse's penalty but the airline'sAs much as Studentuniverse wants to process without incurring any fees, the carrier will collect the amountChange and cancellation policies are provided when passengers book their flight and will have to agree upon before they can finalize the order.Thanks

Hi Revdex.com, We've gone through the logs again and confirmed that there was no error when XLQAYF was booked and finalized However, for XXPJDE, there was an error when finalizedWe are currently communicating with the passenger to confirm cancellation so we can issue the credit for the ticket's valueThanks

StudentUniverse have gotten in touch with the customer via emailWe are currently working with both LAN Argentina and [redacted] to accommodate the request of having the Baltimore to Dallas portion of the ticket removedWe have yet to obtain LAN Argentina's confirmation but will be updating the customer before the flights departure - December 19, 2015.We wish to apologize for this inconvenience but we would like the customer to know we are trying to resolve the issue as best we canThank you,

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
[I have already given them EVERYTHING they have askedThis is becoming redundant and quite aggravating as I keep sending the same thing over & overThey've asked for a screenshot of my call log- gave it to them from the phoneThen asked for the call log from my online account- I gave that, I even gave the entire list of my unbilled calls for that billing period to show the dateThey hen ask for a screen shot from my online account from the phone company, l GAVE THATIt shows EXACTLY what you're asking- the number used to make the call, the number dialed, the time dialed, the duration of the callIF I NEED TO TAKE LEGAL ACTION FOR MY MONEY TO BE REFUNDED I WILL BECAUSE THIS IS ABSOLUTELY RIDICULOUSYOU HAVE NO REASON TO NOT HAVE REFUNDED MY MONEY BY NOW AS WHATEVER ISSUES YOU'RE HAVING WITH YOUR SYSTEM CONVENIENTLY NOT BEING ABLE TO FIND MY CALL HAS NOTHING TO DO WITH MEI'VE PROVIDED YOU WITH EVERYTHING YOU'VE ASKED TO SHOW I DID IN FACT CALLI WOULD LIKE MY MONEY REFUNDED NOW OR I WILL TAKE LEGAL ACTIONTHIS IS A FRAUDULENT CHARGE AS I DID NOT AUTHORIZE THIS TO GO THROUGH.]
Regards,
*** ***

Dear ***,Any travel documents, visas and the like are the passenger's responsibility to assume for the travelThe like is also stipulated on the add to cart process and the link that you have attached (screenshot attached)We have offered to change your flight for the 28th of December but we
understand that you might find this too earlyWe hope you understand that the travel dates you have are considered as high season thus seat availability are very limitedWe will have one of our supervisors contact you should you wish to proceed with changing your flight.Best,

Dear ***, Good Day! Thank you for giving us the opportunity to resolve your concernAfter we checked on the history of the ticket, we found out that we received the check from *** *** on August 23,However, the check they sent us only referenced a ticket number without
a nameSince they had take over your ticket at the time the flight was cancelled, we did not have access to the new ticket number anymoreWe had sent an email to their refunds department to seek for assistance on the details so we can refund the customer accordinglyWe have not heard back yet from the inquiry that we sentSince you have sent us this issue, we were now able to reconcile that the check is for youWe have credited the amount of $to your *** Card ending in ***Please do expect this credit within 7-business daysWe have also included a screenshot of the said detail from ***'s website. Best,

Revdex.com:
I have reviewed the response
submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

The customer was affected by ***'s (**) bankruptcy claimSince the airline has filed for bankruptcy, we are not able to process anything on the ticket as the airline has suspended all rights to travel agenciesWe have instructed the customer to file a claim via *** as
instructed by the AirlineAnother course of action that we have advised is to dispute the charge with the bankWe have sent this reminder to the customer several times in December as well

Mr ***,Good Day!As previously stated, we can follow up with a partial refund request with *** ***We need confirmation of cancellation on the remaining trips not taken and documents we can send to the airline to build a case request for the refund.Best,

We apologize for any confusion this has caused our valued customersThough the flights consisted of flights within Canada and are on a Canadian airline, StudentUniverse is a US based company, we as the point-of-sale can only charge in US DollarsThus, this is outlined under our terms and
conditions that buyers are required to agree to prior to purchasingUnder "Airfare Terms and Conditions" it is defined that all prices displayed are in US dollars, unless otherwise notedOur webiste shows the same information, though the latter includes a functionality which allows users to changed the displayed currency to get an estimate of how much their reservation would cost after conversion. For this reason, we are unable to offer a refund of the amount requestedMoreover, the tickets' restrictions state that the tickets are non-refundable beyond the 24-hour free cancellation window However, we wish to offer you a promo code that would take $USD off your next purchase with StudentUniverse, should you wish to accept. We are working on an update to allow the same currency conversion functionality on our app, and should have that rolled out in a future build Additionally, we would also like to know added details on what occurred at the time of bookingAs you mentioned, you were routed to the app while using our websiteWe wish to know if your original attempt was done though a mobile browserThis is not the usual behavior of our website and we wish to check on it furtherAny details would be highly appreciated and would help us improve on the experience we provide our valued customers. Hoping for your response. Thank you and regards,

For the last year, StudentUniverse handled payment options for *** ** *** International programs where Ms*** registerSince she was not able to go on the trip due to the said injury, StudentUniverse handled the air travel partAfter the cancellation, Ms*** dealt directly with
*** ** *** International where she was told that she can apply the amount she paid to another trip- which will be taken cared of directly by ***We have reached out to our counterparts in *** to follow up with Ms*** directly but are expecting to hear back after Thanksgiving holiday

Revdex.com, Both phone number (*** and ***) provided by the *** don't have any records in our system for July 31, The first call we received from her is on August asking for the cost to change her travel dateThe next day, August 10, she called to dispute why will she pay for the penalties as she claims that she called on July We've asked for any other number that she could have possibly used but these are the only numbers givenWe've asked her to review her phone bill and check for any logs for a call to Studentuniverse for July 31, we're still waiting for her response

We have processed the refund on September 4, to the card ending in ***Attached is the merchant receipt for the refund. Thanks,