StudentUniverse

Revdex.com:
I am willing to accept their offer of being refunded all but $from this businessAs of today, the refund has not been processed, but certainly hope that within a day window to have the charges refunded to meI 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,
*** ***

***:We sincerely apologize for all the trouble and frustration this has caused you thus farWe do not wish to cause any untoward stress to our valued customers, and we wish to assure you we are working on a resolution to this predicament. Because the flights were booked as separate tickets
and with only the flight with *** *** being affected by winter storm Jonas, cancellation of the *** ticket from London *** to Washington *** will have to follow ticket restrictionsHowever, we do understand that you have verified with ***'s customer service that your ticket can be refunded, and that you are no longer able to take the flight due to the cancellation of your outbound flightThus, we are continuously working on getting ***'s authorization for us to refund in fullWe will let you know once we get a response from them regarding our request. On the topic of call recordings, we in fact have our IVR set up to inform customers that calls are recorded for quality assurance purposesThis is set once a caller chooses an option from what is provided by the voice promptWe do not have any desire to violate any laws applicable to our business, and ensure that comply to every regulation to make sure the rights of our valued customers are protectedfurthermore, you have been advised correctly - that the StudentUniverse fee can and will be waived in this case, even if *** refuses to waive theirs. We will keep you updated via email once new information is available from ***We hope for a positive response in the coming days

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. But I think it wasn't my fault because it was the app told mme that I failed on the entered the Cvv number and my money also decrease fromthebank, I am a international student thatmoneyismany meanstome
Regards,
*** ***

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.
[As Student Universe requested, I've forwarded the email to *** hours ago (from my email account ***)I'm still waiting for their reply and the result of investigation]
Regards,
*** **

Dear Mr ***,We thank you for the opportunity you have provided us to respond to claimWe apologize to hear about the medical emergency that prompted you to shorten your tripSince the new travel dates you wanted fell on the high/ peak season, the seats were sold outPlease note that we cannot
control availability from our endPlease note that partially used tickets are non refundable. If you confirm that you are cancelling the remaining trip of your *** *** ticket, and should you have supporting documents, we can send *** *** a special request to see if they will consider refunding the unused portion of the ticketPlease note that this is not guaranteed and will be to their discretion.Best,

Dear ***: We apologize for the difficult situation you went through at the time of your flightIt was not our intention to keep you from taking your flights nor is it our intention to keep any amount that's due to you for the ticket you were not able to useAs it is with all airline
carriers, it is always the passenger's responsibility to make sure all necessary travel documents are ready at the time of departure of the flightIn cases, we do not and are not able to inform passengers of transit visa requirements and the like due to the fact that these vary depending on the itinerary traveled, documents being held by the passenger, and his/her passport issuing country, among other thingsAirlines and travel agencies have no access to this information. On the topic of discrimination, we assure you that it is not our intention to subject any race or nationality to such an unacceptable treatmentWe extend and provide our services equally to everyone who wishes to book with us, no matter the racial affiliationIt so happens that we have clear cut information available to us regarding the transit visa requirements for Chinese passport holders traveling through Canada that we are able to extend additional information to themThis information is provided clearly and in full disclosure on the Canadian government's websiteSimilar information for other nationalities, including but not limited to Indians, is not provided and thus is the reason why we are unable to extend the same notification in other casesOn the topic of your old reservation under the StudentUniverse reservation code ***, rest assured you will not be at a total loss for the said ticketWe have it queued for refunding and once processed, you should be receiving a refund to the same account you purchased the ticket with in the amount of $USDUnfortunately, we are not able to refund in a different form from what you used to purchase the ticket as we hold no control over the payment nor do airlines allow for changing where refunds are processed towardsYou will have to coordinate with your card-issuing bank regarding the transfer of the said amount to an active account once it is receivedWe may try to contact your card-issuing bank on your behalf to check if it is at all possible for them to issue you a check once refund is posted though chances of them approving this cannot be guaranteed. Thank you and Regards,

A follow up has been made with Miss Capati and the additional $has been refunded

We have reviewed the calls you had made to our customer contact center on the 24th of June During your first call, you had informed our representative that this was booked not by you but by someone else on your behalfThe booking individual had provided you with your *** ***
reservation code which you in turn were able to provide to our representatives, which means he/she was able to reach the confirmation page of your bookingOn both instances, you were not advised of any eligibility restrictions on your ticket as there are noneStudentUniverse is not exclusively for students only, as we also sell tickets that can be used by college faculty and adultsYou however had mentioned during your call with the second representative with whom you confirmed the cancellation, that you read this information somewhere on the website. Unfortunately, as this is a confirmed reservation and is beyond the 24-hour free cancellation window, we are unable to process a refund the ticket without the penalties appliedHowever, it is possible for us to reduce the StudentUniverse cancellation fee to $USD as a courtesyPleas be advised that this was processed last June when you called and has been placed on queue for refundAlso please note that for refunds, it normally takes 7-business days for the money to be processed back to your card.Thank you

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 tickets' restrictions are stipulated under the customer's account on StudentUniverse's website, under which detailed is the tickets' non-refundabilityAttached in this response are screenshots that show where said rules can be found on our websiteIncluded as well are screenshots of the actual
rules posted on the websiteThese rules are available for viewing prior to confirmation of purchase once flights are selected. Unfortunately, the customers missed the 24-hour free cancellation window that is offered on our websitePast this window, StudentUniverse no longer holds the ability to amend or override ticket restrictions as they are set on the reservationAdditionally, because the value of re-issue fees exceed the value of each ticket, StudentUniverse is unable to offer to convert the tickets to credit for future travel

Hi Revdex.com,The ticket is refundable before departure but when the passenger called, it was a partially flown ticket hence no refund is allowedThe terms and conditions are given before an order can be completed.The order will only proceed if the passenger agrees and submits the order after confirming
with the rules.Thanks

***, As we have communicated offline, we apologize for the multiple charged that our Hotel Provider, *** * *** made on your credit cardPlease note that this is not within our control as the charges were made directly by the providerHowever, we have escalated your concern you our contact
As compensation from our end, we have refunded the overdraft fees that you have sent to us

Dear ***:Upon review of your case, we have come to the decision that we are to honor the refund amount quoted to you upon your confirmation over the phone with one of our representativesWe do acknowledge that this misinformation has caused confusion on your end, and for that we wish to
apologize.We are crediting you the amount of $to the same card you used to purchase your ticket, with the StudentUniverse $cancellation fee and $airline fee having been deducted from your ticket's value already. We hope you find this resolution satisfactoryRest assured, we have implemented additional training as required to ensure that such an incident is not repeated in the futureIn light of this, we wish for you to allow us to better serve you in the future.Thank you and Regards,

We apologize for any confusion caused to the client in this matterWe have verified the information provided to her during her call to confirm the cancellation of her reservation and found that she was advised that the last date during which she could use the value of her ticket would be March 27,
and not July 01, We can arrange for her to be able to listen to the recording of this call at her earliest convenience. We wish to further expound - in hopes in providing clarification to the matter - that she only has to re-book her flights BEFORE March 27, Travel may commence after said date, which thus means that she may plan to travel at a later date and just confirm the flights by calling our office on or before March 27, 2016. We reviewed the customer's complaint regarding the last female agent she spoke with and would like to apologize for the way the agent handled their conversationWe at StudentUniverse care about our customers, and we do think that our agent could have exhibited more empathy towards the customer as she was confused about the conflicting information she was provided withThat said, we have coaching systems in place to make sure that incidents similar to this are avoided as much as possible, and will be putting the said agent under our coaching programs. We hope this clarifies the issue for the customer and will look forward to any communication from her

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 #***.Further, I have enclosed the receipt of the Extra baggage I have purchased from KLM and I still want to keep this complain active till they initiate the payment as I am still expecting $from them which is till pending
Regards,
*** ***

Hi Revdex.com,We will be reaching out to the customer on resolving this case.The hotel didn't specify any age restriction but the customer could be a minor.Thanks

***,We apologize for the inconvenience you encountered while getting your trip planned through usWe did note the discrepancy on the baggage allowance and we have forwarded the concern to our tech folks to be correctedPlease note that we will credit you the fee of $for your 2nd bag after
you send us the receipt of your travel. Please send the receipt to [email protected] you for giving us the opportunity to resolve your concern

StudentUniverse has corresponded with PAX prior to this complaint. Correspondence is still on going and will update further results.

StudentUniverse acknowledges the incorrect information represented on the website. A refund equal to the amount paid at the airport for the second check-in bag has been processed to the customer's card. As well, once customer returns to the US, we will refund the amount due for the second checked...

bag as soon as she is able to send a receipt for the payment made for the bag.We do apologize for theinconvenience this has caused, and are currently working on correcting the information presented on our website to ensure this does not happen to other customers.  Thank you,

[redacted],Good Day!We have taken the time to review your complaint. Please do understand that the ticket rules and restrictions were presented to you at least three times before the booking was finalized. The said can also be found under your account when you check on "My Trips."The ticket that you have...

purchased is non refundable. We can however process a date change. The airline charges $135 plus any possible fare difference to make a change on this ticket. We can waive the StudentUniverse fee of $100 as a one time courtesy should you wish to proceed with the change.Thank you.