StudentUniverse

The name correction issue has been resolved with both customers and both tickets have been re issued. Customers are all set and good to go for travel.Best,

Dear [redacted],We apologize for the delay. We have yet to receive any update from the airline regarding the status of the refund. The airline has advised us that a refund should have been issued on your ticket, but at the moment it seems it only is for the outbound portion of your ticket, while your...

return flight had been marked used. We are currently investigating and will let you know once we hear back from the Airline. Should you be available, we would like to schedule a call at your earliest convenience. Please let us know when it would be best to call you so we may discuss this with you better.Thank you,

Hi Revdex.com, We have received the client's screenshot showing the log of her call to our 800 number from her 803 number provided previously. We've checked our database for several times but no call was received from both numbers [redacted] provided for July 31, 2016. We've checked the recording on the same interval she called but none came from her. All our calls are being recorded and we didn't experience any technical difficulty on the said date. To make sure that we get this rectified, we further escalated the retrieval of [redacted]'s calls. We need to confirm that there was a call on that day and if indeed, cancellation was confirmed with our agent.

We regret the delays that [redacted]'s son, [redacted], experienced during his flight to Tulsa, OK last August 12, 2016. 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 it. While 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 inaccurate. This ticket was sold under one of our several contracts with the airlines - the terms of which are not available to their regular agents. As such, confusion can be had with regard to the type of ticket this actually is. As to whether or not the passenger was automatically assigned a seat at the time of purchase is a different matter altogether, however. Only a select number of seats are made available for pre-reservation of seats, and this number is controlled by the airline. The 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 ticket. However, 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.

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] 14 dollar refund. I filed a complaint with the Revdex.com before about this and they promised to refund me in 7-10 business days as of September 4, 2017. No refund has been made and it has been 14 business days.Refund me Regards,
[redacted]

[redacted]I am not completely satisfied with...

StudentUniverse's solution. I appreciate the full refund of my purchased ticket but I am also requesting compensation for the international calls I made to contact StudentUniverse. Before my departure date for my return flight, I called two representatives via wifi to make sure my flight reservation was confirmed and that there would be no issues when I arrived at the airport. Before arriving at the airport, I was under the impression that I was all set to go. However, that was not the case. I had to call StudentUniverse numerous times to first resolve the issues with [redacted] and was put on hold multiple times, wasting my minutes. Then when I missed my flight, StudentUniverse left me with no resolution to return home prompting me to have to call them numerous of times again to try and get home. This was StudentUniverse's mistake, I had to incur international call fees in order to get home. I wish to be compensated for the amount of $167 because I would not have incurred those costs if StudentUniverse had my reservation done correctly to begin with.
Regards,
[redacted]

Hi Revdex.com, We're contacting the passenger directly as there's no record that she contacted for cancellation. The call we received was on August 9; she was asking for the penalties to change the travel date. Thanks

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. StudentUniverse has agreed to allow changes before March 28th and my trip can start later. I am very satisfied with your help and guidance.
Regards,
[redacted]

Hi Revdex.com, As previously mentioned, the $200.00 is the change penalty of the airline, imposed by the airline. As much as Studentuniverse would like to assist the traveler change her flight, the ticket is still bound to its rules and policies provided before and upon purchasing the ticket. It's never a scam as this is a legit penalty from the carrier and the customer is made aware and has to agree before the order can be finalized. Thank you.

We have received the document the [redacted] received and we are currently following up with the airline for the refund. We have also sent a personal follow up via customer's email. Thank you,

We have communicated with the customer and refunded the additional ticket she has purchased to the total refund amount of $2378.80. We apologize for the inconvenience this has caused the customer and we are hoping to close the complaint in good light.

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-refundable. She called on August 23 to cancel the ticket and was advised accordingly. Fare rules are provided before travelers can finalize their reservations online. Once they...

agree, they will be asked to click a check box for them to finalize the booking. On 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 directly. No cancellation was finalized. The flight was scheduled September 2, 2016 and it's only on October 24, 2016 the customer called to use the credit. At 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 $373.99 (full value) of the ticket towards a future flight. The airline on the other hand is charging a change penalty of $200.00 for the ticket to be utilized on a future date, it's not Studentuniverse's penalty but the airline's. As much as Studentuniverse wants to process without incurring any fees, the carrier will collect the amount. Change and cancellation policies are provided when passengers book their flight and will have to agree upon before they can finalize the order.Thanks.

StudentUniverse is an online travel agency. We ensure that all transactions are done online and with no human interaction from our end. That said, we do not wish to leave our valued customers' issues and concerns, and thus we will try to coordinate with the airline to see if we can process a full...

refund on the ticket. We will be sending an email update as soon as we get a response for our request. Should the request be denied, we would have to follow the tickets restrictions which states the ticket can be refunded for a fee of $250.00 for [redacted]. As a courtesy, StudentUniverse will be waiving its standard cancellation fee. Alternately, the ticket may also be rescheduled for a different date for the same passenger, with one free changed allowed per fare rule. With the latter, only the difference in fare would have to be paid for should there be any. In the mean time, we kindly request that the charge back filed be dropped as we try to sort this out with [redacted]. We unfortunately will not be able to process any refunds should the charge back case be kept withstanding.  We look forward to getting a favorable response from the airline.  Thank you and Regards,

for international flight reservations, it is the passenger's duty to make sure he/she has the necessary documents required for travel and transit to the countries involved in the reservation. Passengers must check with their local consulate for any and all travel documents required. This information...

is presented on our FAQs which we encourage our customers to read prior to booking. In this case, we are currently in contact with the airline to check if they could allow us to refund the ticket as a courtesy due to the lack of the necessary visa for travel to Brazil. We have already been advised that they are unable to offer a refund as the ticket is non-refundable and obtaining necessary travel documents is the responsibility of the traveler. We have been forwarded to a different department for further negotiation on the case and are currently awaiting their response to the matter. We will update the customer as soon as we get a response from the airline.

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]

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 have attached the screenshot from my phone to show I did call on the date stated although my call can't seem to be located. This is very displeasing to know that I have called more than once yet no one seems to have any record of this. As I have stated before, I've already booked a new reservation with a more trustworthy company, I will like this flight canceled as I requested within the 24 hour period. If I may add, after speaking with the person I am traveling with ([redacted]) I immediately hung up & called to cancel the flight so I can leave on a different day with her.] 
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. 
[If you are rejecting the business's response please enter your rejection comments here.] Going directly through an airline gives flyers more flexibility in changes to their itinerary. I have changed departure plans in the past, with an airline directly, paying only a very reasonable fee, not $200. Why is this third party vendor making these fees so steep? If Student Universe has a good business relationship with these airlines, they should work to lower these rates with them, if it truly is the airlines pocketing this money. Two hundred dollars is a ridiculous penalty for a transaction made that to save about twenty five dollars, and it is bad business. This company is not for the risk averse, as it is not safe and can end up costing serious  money in losses to the consumer. Like most scams, these companies market to suitable targets, in this case students who are low on funds, to gouge them of any remaining money they may have at every opportunity. This company will sink soon.
Regards,
[redacted]

StudentUniverse have gotten in touch with the customer via email. We are currently working with both LAN Argentina and [redacted] to accommodate the request of having the Baltimore to Dallas portion of the ticket removed. We 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 can. Thank you,

How many time do I have to say this??? the representative said it was too late to change! And did not offer any other options!and yes, send me the recording!  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]

[redacted],  We apologize for any inconvenience caused to you and your son during this difficult time. We have forwarded your complaint to our travel services team and is currently being reviewed. We will update you via email as soon as we get an update regarding your refund claim. Please do...

bear with us as we work towards a favorable solution to this unfortunate circumstance.  Thank you and Regards,