StudentUniverse

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 understand that you are a US based company, however the fact that the prices aren't clearly stated is incredibly deceiving. As a student living in Canada, I had no reason to assume the prices weren't in CAD, considering it did not state anywhere (other than, apparently, deep within the fine print of the terms and conditions) what currency the transaction could be charged in. The fact that your customer service agent acknowledged to me that he was aware it was deceptive but was unwilling to fix the error is appalling. I have no interest in receiving a 50 dollar credit toward future business with your company as I have no intention to have any future dealings with StudentUniverse if this is how customers are treated. Your application misled me, and your customer service told me that it was intentional and that they were not interested in fixing it. I want my money back so I can book with a reputable company that does not purposefully deceive their customers. It may interest you to know that after I shared the story of what has happened with StudentUniverse online, I was contacted today by [redacted] ([redacted]) to be in a camera interview for their "Go Public" news reporting. I may still be a student, but I do know the value of negative publicity. I'm sure you would rather me not need to drag your company's name through the dirt - and I'd rather not as well - but if I am asked what happened, then I will tell the truth. It's up to you to decide whether the truth is that your company acknowledged their app lacked the correct information and returned a struggling student the money she deserved or whether they supply incorrect/incomplete information, refuse to honour travel insurance, and openly swindle their Canadian customers.
Regards,
[redacted]

We found that this complaint is related to StudentUniverse reservation code [redacted], ticket number [redacted] reservation code [redacted]. It is unfortunate that the customer missed his flight from Columbus, Ohio on the 28th of April, however StudentUniverse cannot take...

responsibility over what had happened. It is the customer's responsibility to be at the airport at least 3 hours prior to check-in time for international flights, and is clearly stated on our FAQs ([redacted]). The reservation's rules indicate that this ticket is non-refundable in case of no-show. However, we can try to work with [redacted] to see if it's possible to refund at least a portion of the purchased ticket. However, we cannot guarantee a positive outcome of our response as this will solely depend on the airline's decision. StudentUniverse will communicate with the customer regarding the refund request and other possible concerns he may have via email.

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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Dear [redacted], The transaction for $616.70 on August 21 was only an Authorization and was reversed since the reservation was voided the same day. The money was not taken out of your account so no refund is expected. If you may review your bank statement, the transaction should have shown...

pending and was never confirmed or completed. Please let us know if you need us to contact you offline to help review the transaction. Best,

Dear [redacted],We can use the credit of this ticket towards a new flight as long as ** flies to the said destination. As a courtesy, we will waive the StudentUniverse fee of $100, however, **'s fee of $200 plus any possible fare difference will be applied. One of our supervisors will get in touch...

with you via email to solicit the dates and flight details you are looking at. Thanks,

Hi Revdex.com, Our website has the option to select the displayed currency. However, all charges will be in US dollars. The reminder is noted at the start when users select their flights - please see attached for screenshot. Thank you.

Dear [redacted]:We apologize for the huge inconvenience you experienced with your recent booking with StudentUniverse. At the moment, we are conducting an internal investigation to identify and/or locate a copy of the email that you are referring to. In the mean time, we would kindly ask if you...

could forward us a copy of the said email to expedite our investigation. This will help determine our course of action in this case.  At the moment, we are also negotiating with the airline if they could allow us to do a full refund on your old ticket, though this is something we cannot guarantee. We unfortunately have very few options as we as an online travel agency do not know what type of visa and/or travel documents you hold. It is the passengers responsibility to ensure that he/she holds all appropriate travel documents by the day of the flight to ensure that there aren't any problems during boarding.  We shall wait for your email regarding the email you received so that we can push through with the investigation.  Thank you and Regards,

We have escalated the mismatched data to our hotel aggregate, [redacted]. We have issued the customer a temporary credit of $191.13. Thanks,

Hi Revdex.com,We are reaching out to this passenger to provide alternative options.The airline schedule change caused the departure flight to change from an afternoon to a morning schedule. Also, the change will cause an additional connection.Thanks

First, please go read my complaint again. Like I said, I am aware that I was not able to CANCEL my flight because I already used the first part. My question is, why did the representative tell me that I cannot even changes even I was okay with paying $100 change fee? I read the policy and it says you CAN make changes even after you have flown the first half of the trip. I'm asking for refund because I paid a lot more because of the  irresponsible representative hired by your company, who cannot do her/his work and told me false information that led to waste of money of mine. And also, for further messages, please do not contact me via my work email that starts with [redacted]. ThanksRevdex.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. Regards,
[redacted]

Revdex.com:
I appreciate and I am thankful by the decision of Student Universe in granting me the refund. I just got the money back on my account, so everything is now fine and now I'll be able to change my travel plans.
I also 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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Dear [redacted] (**) and Student Universe (SU)This is my last offer to settle this case.1- On July 16, 2015 I had repeatedly contacted [redacted] (**) and Student Universe (SU) six times to request emergency service for transportation back to the USA. However, both ** and SU refused to provide such service. As 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 time. Otherwise, the following conditions #3 and #4 applied.3- If SU and ** 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 ** 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]

Hi Revdex.com, The initial request was cancellation and it's not possible as the ticket was partially flown. The next request was to change routing due to Visa concerns. The ticket can only be change to different travel dates but has to retain same routing. Also, the airline the ticket is on doesn't fly direct from NRT to SFO.The call was disconnected without any changes. Thanks

[redacted],We would like to apologize for the confusion brought about by your baggage allowance for your upcoming trip to [redacted]. Checking the history of the reservation, the confusion must have came because of the fact that your ticket is issued under [redacted] but the actual flight operators are **...

[redacted] and [redacted] respectively. Since you will be checking in with [redacted], please note that their baggage policy will apply. You are allowed 1 checked in bag (up to 50 pounds and up to 62 linear inches) for free and the second checked in bag will be charged $100 (up to 70 pounds and up to 62 linear inches. We hope that this clarifies your concern. Thanks,

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. 
 
Regards,
[redacted]

Hi Revdex.com, We are settling this with the client and issue the refund. We are also in contact with her directly. Thanks

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 below. Regards,
[redacted]

Hi Revdex.com, We have reviewed the customer's call several times and was informed that date-change is allowed but has to stick with the ticket's routing. Our agent didn't say that changes are no longer permitted nor it's too late to change. We have the recording and can set a time for the customer to listen. Thanks

We have reviewed the logs of this reservation and confirmed that the itinerary booked is the current one. The only change to the schedule to this reservation is the arrival time in Boston (return flights) which is delayed by the airline for 2 minutes. Original ETA is 1251pm but moved to 1253pm,...

everything else remains as original.The flights are shown several times before the user can finalize the reservation online. If this was missed, the only option is to process a voluntary change which will cost the airline's fee and whatever difference in the fare. We will contact the passenger for her decision.Thanks

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 7/31/16 to ask about the cancellation as I referenced the pop up notification which stated I could cancel/change within 24 hours at no cost. Now no one seems to have any record yet, this is not acceptable. As 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 7-10 business days.]
Regards,
[redacted]