[redacted] [redacted]Dear [redacted]: This is in response to the rebuttal we received regarding the above referenced booking number. In the complaint [redacted] is requesting a refund for a non-refundable ticket she purchased via our online website.On September [redacted] or someone on her behalf went on our website and submitted a round trip reservation from Phoenix, Arizona to Phnom Penh, Cambodia departing December [redacted]. The reservation was booked without the assistance of one of our Customer Care Agents and it is the responsibility of the person making the reservation to make sure they read all necessary and important information.Prior to submitting the reservation [redacted] was requested to “please confirm that the dates and times of flight departures are accurate. Tickets are non-transferable and name changes on tickets are not permitted. Ticket cost for most airlines is non-refundable (see Fare Rules) and our service fees are non-refundable. All our service fees and taxes are included in the total ticket cost”. Please understand that we do not set airline rules and restrictions and we are not authorized to waive or ignore any individual airline’s policies. In order to process her request [redacted] will need to provide her medical documents. This information can either be emailed to [redacted] or faxed to ###-###-#### Attn: Anna.Once this information is received on her behalf a refund request will be submitted to United Airline’s refund department for consideration. The decision to refund all or part of the money [redacted] is seeking will be solely up to the individual airline. This process may take the airline up to 60 days to respond to our request. We appreciate the time and attention your office has given to this matter. Sincerely,Karen R[redacted]Customer Service Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
This issue doesnt relate to me. I am not [redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Dear [redacted],I understand the business response; however, how long do you think I should wait for them to have an answer from the airlines? it has been already more than a month, please advise.Thanks & Regards, [redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
November
**, 2015
[redacted] [redacted]
[redacted]
Dear [redacted]:
This
is in response to the rebuttal we received regarding the above referenced booking
number. In his complaint [redacted]
is requesting additional compensation since the meal provided by the airline was
not properly prepared.
As
stated in our original letter dated November [redacted] prior to
submitting his reservation [redacted] stated that he had read and
understood our Terms and Conditions which stated Please note your
seat, meals, frequent flyer & other special requests are a request only.
The airline reserves the right to apply any revisions to the requested seat allocation
without notification. All requests should be verified with the Airline. We do
not guarantee you will be assigned the seat you have requested. We also do not
guarantee that your meal, frequent flyer & other special requests will be
sent to and confirmed by the airline. It is therefore recommended you contact
your airline directly to confirm these requests.
We
regret any confusion encountered by [redacted] but no further compensation
will be offered based on our Terms and Conditions and he will need to contact
the airline directly since they were the ones who did not properly prepare his
meal.
We appreciate
the time and attention your office has given to this matter.
Sincerely,
Karen
R[redacted]Customer
Service Manager[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
[redacted] [redacted]
Dear [redacted]:
This is in response to
the complaint we received regarding the above referenced...
booking number. In his complaint [redacted] is requesting
that he be allowed to change his reservation and utilize his credit.
Prior to submitting the
reservation he stated that he had read and understood our Terms and
Conditions. Listed in our Terms and
Conditions “Most airline tickets are 100%
non-refundable and non-transferable. If
you wish to exchange the tickets for new dates or routing any and all changes
made to the itinerary are restricted and subject to airline
penalties and any fare difference.
Prior to
cancelling his reservation he was advised the following:
Dear [redacted]
Thank you for choosing
CheapOair.ca
As per our conversation
and as agreed, we have cancelled your Booking Number [redacted] with a $68.00
USD cancellation fee, for passengers
Name :[redacted]Name :[redacted]
You will now have a credit, in the amount of $1071.16
USD, with [redacted] Airline Airlines.
This credit will be valid for one year from the
original date of issue 02/**/2016 all travel must be completed on, or before, 02/**/2017 and is only valid for travel on [redacted].
All changes are subject to availability and
airline fare rules. At the time of rebooking you agree to pay an airline
penalty of $200.00 USD per
person plus fare difference if any. This credit is NON
TRANSFERABLE and NON
REFUNDABLE , it may only be used by the
person(s) named on the original ticket, regardless of the name on the credit
card that purchased the ticket(s).
Please be advised that the credit can only be
rebooked through our Customer Service team. You can contact us [redacted] toll free
at [redacted] or [redacted] (if you are calling from outside the U.S.) for
further assistance.
Thank you,
Web Site Name
Customer Service
In this case
since the credit value is higher than the new cost so the difference is
non-refundable. The $C400.00 airline
re-booking fee is a separate fee and cannot be subtracted from the difference.
We regret any confusion encountered by [redacted] and he may
contact [redacted] regarding his credit since we are not authorized to
waive or ignore any airline’s policies.
We appreciate the time
and attention your office has given to this matter.
Sincerely,
Karen R[redacted]
Customer Service Manager
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, But I still waiting for my money to be reinverst to me .I will also like to highlight the lack of customer service and professionalism of the employees of Cheapoair apparently they take a chunk of commision from the people they ripoff
Sincerely,
[redacted]
response to the complaint we received regarding the above referenced booking
number. In her complaint [redacted] is
requesting compensation since was given incorrect information from [redacted].
Prior
to submitting her reservation [redacted] was advised “Passport / Visa: For
international travel, all passengers must be in possession of valid travel
documents such as ticket, passport, visas, transit visas, Schengen Visas and
all other entry permits. Your passport must be valid for 6 months after your
return date. While sometimes we may be able to assist with visa and passport
information, it is solely the responsibility of the passenger(s) to arrange for
all documents needed to enter the country you are traveling to, or passing
through in transit. Please note, a roundtrip or ongoing ticket may be required
for certain international cities. If you are traveling one way, please verify
with the airline or Consulate General to prevent any issues at time of
boarding. Click here for visa information to the country you are
traveling”.
Once
she clicked on the link we provided she was requested to complete the
information needed (see attachment). Based
on the information she provided our customer care agent she holds a passport
issued by the People’s Republic of China and as you can see a transit visa is
required to travel via Germany.
We regret any confusion
encountered by [redacted] but no refund will be offered based on the above
information.
We appreciate
the time and attention your office has given to this matter.
Sincerely,
Karen R[redacted]Customer
Service Manager[redacted]
[redacted]
[redacted]
Dear [redacted]: This is in response to the complaint we received regarding the above referenced booking number. In the complaint [redacted] is requesting a refund due to a cancelled flight. On December *, 2016, [redacted] or someone...
on his behalf went on our website and submitted a round trip reservation. The reservation was booked without the assistance of one of our Customer Care Agents and it is the responsibility of the person making the reservation to make sure they read all necessary and important information.Prior to submitting the reservation he stated that he had read and understood our Terms and Conditions under Airline Schedule Changes.“All Airlines have differing rules and policies regarding schedule changes, which are beyond our control.Due to the operational needs of each airline, changes are often made to the flights that they are currently operating. Often these changes are a prediction of travel needs for a future dates but can also reflect same day changes. Types of changes could be: flight number changes, time changes, routing, date changes and or cancellations. Cancellations include when an airline has stopped or temporarily canceled service to certain cities, or stopped service on certain days of the week It is always important for the customer to reconfirm their flights with the airlines 24 to 72 hours prior to departure, especially if they are already traveling. You should periodically check emails for updates regarding flight schedules and respond in a timely manner.CheapOair does not assume any liability whatsoever for cancelled flights, flights that are missed, or flights not connecting due to any scheduled changes made by the airlines”The airline cancelled their flight very late the night before his early morning scheduled departure. When [redacted] contacted our agent he was advised that he would need to work directly with the airline. They were responsible for reprotecting him onto another flight to reach his destination. He will need to contact them for any refund or compensation he is requesting. He also had purchased travel insurance so he may want to contact the insurance company to see if his concerns would be covered by the policy he purchased. We regret any confusion or frustration encountered by [redacted] but no refund will be offered based on the above information.We appreciate the time and attention your office has given to this matter. Sincerely,Karen R[redacted]Customer Service Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
7/6/2016
Complaint
On April **, 2016, I asked CheapOAir to process my refund. On April **, they immediately charged my credit card $100 and told me to wait 1-2 billing statements to receive my refund. After waiting 2 billing statements, I have still not received my refund. Upon asking again, I found they have never...
processed the request and are asking for an additional 60 days, delaying from their initial process.
Desired Resolution
CheapOAir should immediately process the refund promised as requested due to significant delays.
[redacted] [redacted]Dear [redacted]:This is in response to the complaint we received regarding the above referenced booking number....
In the complaint [redacted] is requesting a refund for the ticket requested through our website. We would like to advise the Revdex.com that when tickets are issued and voided within a 24 hour period there is only a pending authorization on his credit card. The authorized amount will go back to the accounts available credit. This will not appear as a refund and generally takes 24 to 72 hours. He will need to check his credit card statement or with his credit card company. They will be able to advise if the authorization went past the ‘pending’ stage. If the charge did go past the pending state in order to research his concerns he will need to provide a running statement for the credit card in question. This information can either be emailed to [redacted] or faxed to [redacted] Attn:Georgia. We regret any inconvenience or frustration encountered by [redacted] but appreciate the time and attention your office has given to this matter. Sincerely,Karen R[redacted]Customer Service
[redacted] [redacted]Dear Sirs: This is in response to the complaint we received regarding...
the above referenced booking number. In her complaint she is requesting a refund for our service fee she was charged when cancelling her reservation.Before the reservation was cancelled the following email was sent; This is not a confirmation that your ticket is refundable or will be refunded. After we've received your One Time Password XXXXXXDear [redacted], We've received your cancellation request for booking (#[redacted]) for passenger(s):[redacted]Your cancellation is NOT COMPLETE. Before your cancellation can be processed, you must either:• Visit Our Website: Our self-help tool will guide you through the cancellation process by using the link and one-time password provided below.• Call Customer Care: A representative will ask you for a one-time password in order to complete your cancellation. Your one-time password is provided below. Call us at: Within U.S. ###-###-#### toll free 24/7 Outside U.S. ###-###-####Once you've completed your cancellation, you will be eligible for a potential refund of $1348.76, subject to validation and approval from the airline(s). You will receive a confirmation of the final amount within 24 hours. Please note, the original service fee remains non-refundable.A $25.00 cancellation fee will be charged on the account you provided, once the cancellation is confirmed.While we make every attempt to credit your refund to you as quickly as possible, in some cases it may take up to two billing cycles to reflect on your bank statement.Thank you, CheapOair.com Customer ServiceOur fees are also listed in our Terms and Conditions which she agreed to prior to submitting her reservation.We appreciate the time and attention your office has given to this matter.Sincerely,Karen R[redacted]Customer Service Manager
This is in response to
the complaint we received regarding the above case...
number. In his
complaint [redacted] is requesting that we honor a sold out fare.
It might help to explain
a little how we work. We are a travel
agency, simply stated we are agents for the airlines. We do not create the airfare, the schedules
or have any control over airfare or schedule changes. As we allow clients to access hundreds of
thousands of flights and fares, so does every other on-line travel agency
worldwide. Basically, this means that
anyone with a smart phone or internet connection has access to these flights
and therefore seats and airfares can sell out quickly and it may take the
airline anywhere from 24 hours to several weeks to update their availability on
sold out fares and flights.
As listed in our Terms
and Conditions: All offers, prices, and conditions of sale may be subject to
change without notice.
We appreciate the time
and attention your office has given to this matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Based on the statement that Cheapoair send as answer: “[redacted]”Which is different than what airline is telling me by Email and over the phone, airline throw the Email said :”[redacted]” and email is available and I also forward it to Cheapaor customer service.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
In their answer, CheapOair conveniently forgets to mention their false claim: "An incorrect phone number is on file for you at your banking institution that you used to make a purchase from us, as we informed you in our recent conversation. " I have proof of this in my inbox, and will gladly provide this proof when required.The claim is false for the following reasons: A) They never contacted my banking institution (I verified this with the banking institution), and B) My banking institution has my correct phone number on file (again verified with the banking institution).CheapOair, in their answer to you, claims that "we tried to do this with his bank, but a conference call was needed". Not only is this statement a non sequitur (look it up on Google if you don't know what that is), it is also a confirmation of their lie. Their statement suggests that they tried to contact my banking institution, and failed, and that therefore a conference call was needed. My question then is: if they failed to actually make contact with my banking institution, then how can they claim that my banking institution does not have my correct phone number on file? I'm truly curious to know where they obtained the information, which, I'll mention it again, is demonstrably false. My banking institution will confirm this if required.I also do not understand the need for a conference call; I do not see how my phone number should be the magic number that all of a sudden then confirms my credit card is real (the banking institution itself has very different ways of confirming that I am who I say I am).I highly question this statement of theirs as well: "Because it was an international address using an international credit card, we, of course, needed to verify some information". [redacted] is an international company and I'm baffled that CheapOair should be so surprised that credit cards are used internationally.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted]
*
[redacted]Dear Sirs:This is in response to the complaint we received regarding the above referenced booking number. [redacted] is looking for a refund of charges for cancelling airline tickets purchased through our website. [redacted] or someone on his...
behalf went onto our website on September **, 2017 and submitted a reservation request. The reservation was booked without the assistance of one of our Customer Care Agents and it is the responsibility of the person making the reservation to make sure they read all necessary and important information.Attachment 1 is the bottom of the payment page [redacted] filled out. You will see he states that he has read and agreed to our terms and conditions. Part of which state:
[redacted]When [redacted] called our office to cancel the reservation he was advised that the reservation could be cancelled and a refund of all charges would be processed. There would be a new charge of $50, as he had previously agreed to. . He was very unhappy with this so the refund was processed without the fee. He was never charged a fee for cancelling the reservation. We would also like to confirm with your office that our rating with the Revdex.com is an A+ and not an F as expressed by [redacted]. We appreciate the time and attention your office had given to this matter. Sincerely,Karen R[redacted]Customer Service Manager
RE: [redacted]/Rebuttal Case [redacted] Booking Number [redacted]
Dear [redacted]:
This
is in response to the rebuttal we received regarding the above referenced booking
number.
Due to the operational needs of each airline, changes are often
made to the flights that they are currently operating. Often these changes are
a prediction of travel needs for a future dates but can also reflect same day
changes. Types of changes could be: flight number changes, time changes,
routing, date changes and or cancellations. Cancellations include when an
airline has stopped or temporarily canceled service to certain cities, or
stopped service on certain days of the week. Once this information is received further we will than
know how to better respond to his request.
CheapOair
does not assume any liability whatsoever for
cancelled flights, flights that are missed, or flights not connecting due to
any scheduled changes made by the airlines.
As
stated in our original letter dated May [redacted] has been
contacted by one of our customer care representative based on his concerns. [redacted] has advised that on his behalf she has contacted the airline
requesting information as to when and why [redacted]’s flight was cancelled out
of [redacted] Airport and was rebooked out of [redacted] Airport.
We regret any confusion encountered by [redacted] and to please allow
the airline time to respond to our request.
[redacted]
Dear [redacted]:This is in response to the complaint we received regarding the above referenced booking number. In the complaint [redacted] is requesting a refund for the ticket purchased through our website. A partial refund of the charges has already been processed for [redacted]...
[redacted]. After investigation [redacted] has been notified that the remaining $150 is also being refunded. This means that full and total refunds of all charges for the transaction are being processed back to her. We regret any confusion or frustration encountered by [redacted] and we appreciate the time and attention your office has given to this matter. Sincerely,Ruben B[redacted]VP of Global Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:After reading Karen’s response, I would like to clarify that I am not asking for a refund for a non-refundable flight. I am asking to use the money I was charged for another flight, along with the re-issue fee and any difference in flight costs.I made it clear to the representative in two different phone calls that the flight was booked incorrectly and wouldn’t work for me, thus indicating that it should be canceled. When I called back on November 30th, it was my understanding that the flight had been cancelled and I was calling to discuss new flight options. At no time did I indicate that I wanted to keep the original flight. The customer service representative told me I would have up to a year to use the money I was charged, towards another flight, as long as I paid a $100 re-issue fee for each ticket. I wasn’t ready to book my new flight which is why I told them I would call back.I did not check in for my flight because I thought the flight had been canceled. I only learned that the airline marked us as a no-show when my boyfriend called CheapoAir to attempt to use the money I was charged for the original flight. As I stated to each representative I spoke with, I reversed the arrival and departure cities so I would not be able to keep the original reservation. The representative did not indicate that I needed to contact the airline to let them know I would not be traveling on the original flight.After multiple phone conversations with a supervisor from CheapoAir, I was told they would contact the airline to discuss other options and return my call. At this time, I also requested the recordings of my phone conversations with the customer service representatives. I never received the recordings or a returned phone call from the supervisor.I appreciate your time in reviewing this issue. I look forward to a prompt resolution of this matter. If you have any further questions, please do not hesitate to contact me by email or phone.Kindest Regards,Laura P[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I stay firm in my complaint against you that you have used unethical business practices at the time of me booking my plane ticket on November ** 2014. This was a special trip I had saved for and it was a trip for my myself and my daughter then [redacted] years old to meet her grandmother for the first time.I called this booking service at several occasions raising my concerns about the booking policies and I was assudre several times I would be able to book my ticket without penalties. I further explained that I would not like to book a return ticket as my return date would be unknown as there would be construction and restoration of my home and my date of return needed to be flexible and I was in the conversation still assured that if I made my booking thru the service I would be able to change it. I was not informed of exorbitant fees that would exceed the actual ticket vaue!I would simply say I was coerced to make the booking with the knowledge that the company later on would be able to collect exorbitant fees or let alone force me to purchase another ticket, which I was forced to do.The response from [redacted] was most uncomfortable as the company clearly understood their legal mistake in offering of my ticket but tried to send me forms and email correspondance further coercing me to dissolve the dispute in a destitute and illegal manner.I am not going to dissolve this issue unless I have my full fund of my return tickets releases and resolved along with apology from [redacted].Thankfully,[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted] [redacted]Dear [redacted]: This is in response to the rebuttal we received regarding the above referenced booking number. In the complaint [redacted] is requesting a refund for a non-refundable ticket she purchased via our online website.On September [redacted] or someone on her behalf went on our website and submitted a round trip reservation from Phoenix, Arizona to Phnom Penh, Cambodia departing December [redacted]. The reservation was booked without the assistance of one of our Customer Care Agents and it is the responsibility of the person making the reservation to make sure they read all necessary and important information.Prior to submitting the reservation [redacted] was requested to “please confirm that the dates and times of flight departures are accurate. Tickets are non-transferable and name changes on tickets are not permitted. Ticket cost for most airlines is non-refundable (see Fare Rules) and our service fees are non-refundable. All our service fees and taxes are included in the total ticket cost”. Please understand that we do not set airline rules and restrictions and we are not authorized to waive or ignore any individual airline’s policies. In order to process her request [redacted] will need to provide her medical documents. This information can either be emailed to [redacted] or faxed to ###-###-#### Attn: Anna.Once this information is received on her behalf a refund request will be submitted to United Airline’s refund department for consideration. The decision to refund all or part of the money [redacted] is seeking will be solely up to the individual airline. This process may take the airline up to 60 days to respond to our request. We appreciate the time and attention your office has given to this matter. Sincerely,Karen R[redacted]Customer Service Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
This issue doesnt relate to me. I am not [redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Dear [redacted],I understand the business response; however, how long do you think I should wait for them to have an answer from the airlines? it has been already more than a month, please advise.Thanks & Regards, [redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
November
**, 2015
[redacted] [redacted]
[redacted]
Dear [redacted]:
This
is in response to the rebuttal we received regarding the above referenced booking
number. In his complaint [redacted]
is requesting additional compensation since the meal provided by the airline was
not properly prepared.
As
stated in our original letter dated November [redacted] prior to
submitting his reservation [redacted] stated that he had read and
understood our Terms and Conditions which stated Please note your
seat, meals, frequent flyer & other special requests are a request only.
The airline reserves the right to apply any revisions to the requested seat allocation
without notification. All requests should be verified with the Airline. We do
not guarantee you will be assigned the seat you have requested. We also do not
guarantee that your meal, frequent flyer & other special requests will be
sent to and confirmed by the airline. It is therefore recommended you contact
your airline directly to confirm these requests.
We
regret any confusion encountered by [redacted] but no further compensation
will be offered based on our Terms and Conditions and he will need to contact
the airline directly since they were the ones who did not properly prepare his
meal.
We appreciate
the time and attention your office has given to this matter.
Sincerely,
Karen
R[redacted]Customer
Service Manager[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
[redacted] [redacted]
Dear [redacted]:
This is in response to
the complaint we received regarding the above referenced...
booking number. In his complaint [redacted] is requesting
that he be allowed to change his reservation and utilize his credit.
Prior to submitting the
reservation he stated that he had read and understood our Terms and
Conditions. Listed in our Terms and
Conditions “Most airline tickets are 100%
non-refundable and non-transferable. If
you wish to exchange the tickets for new dates or routing any and all changes
made to the itinerary are restricted and subject to airline
penalties and any fare difference.
Prior to
cancelling his reservation he was advised the following:
Dear [redacted]
Thank you for choosing
CheapOair.ca
As per our conversation
and as agreed, we have cancelled your Booking Number [redacted] with a $68.00
USD cancellation fee, for passengers
Name :[redacted]Name :[redacted]
You will now have a credit, in the amount of $1071.16
USD, with [redacted] Airline Airlines.
This credit will be valid for one year from the
original date of issue 02/**/2016 all travel must be completed on, or before, 02/**/2017 and is only valid for travel on [redacted].
All changes are subject to availability and
airline fare rules. At the time of rebooking you agree to pay an airline
penalty of $200.00 USD per
person plus fare difference if any. This credit is NON
TRANSFERABLE and NON
REFUNDABLE , it may only be used by the
person(s) named on the original ticket, regardless of the name on the credit
card that purchased the ticket(s).
Please be advised that the credit can only be
rebooked through our Customer Service team. You can contact us [redacted] toll free
at [redacted] or [redacted] (if you are calling from outside the U.S.) for
further assistance.
Thank you,
Web Site Name
Customer Service
In this case
since the credit value is higher than the new cost so the difference is
non-refundable. The $C400.00 airline
re-booking fee is a separate fee and cannot be subtracted from the difference.
We regret any confusion encountered by [redacted] and he may
contact [redacted] regarding his credit since we are not authorized to
waive or ignore any airline’s policies.
We appreciate the time
and attention your office has given to this matter.
Sincerely,
Karen R[redacted]
Customer Service Manager
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, But I still waiting for my money to be reinverst to me .I will also like to highlight the lack of customer service and professionalism of the employees of Cheapoair apparently they take a chunk of commision from the people they ripoff
Sincerely,
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted]
Dear [redacted]:
This
is in...
response to the complaint we received regarding the above referenced booking
number. In her complaint [redacted] is
requesting compensation since was given incorrect information from [redacted].
Prior
to submitting her reservation [redacted] was advised “Passport / Visa: For
international travel, all passengers must be in possession of valid travel
documents such as ticket, passport, visas, transit visas, Schengen Visas and
all other entry permits. Your passport must be valid for 6 months after your
return date. While sometimes we may be able to assist with visa and passport
information, it is solely the responsibility of the passenger(s) to arrange for
all documents needed to enter the country you are traveling to, or passing
through in transit. Please note, a roundtrip or ongoing ticket may be required
for certain international cities. If you are traveling one way, please verify
with the airline or Consulate General to prevent any issues at time of
boarding. Click here for visa information to the country you are
traveling”.
Once
she clicked on the link we provided she was requested to complete the
information needed (see attachment). Based
on the information she provided our customer care agent she holds a passport
issued by the People’s Republic of China and as you can see a transit visa is
required to travel via Germany.
We regret any confusion
encountered by [redacted] but no refund will be offered based on the above
information.
We appreciate
the time and attention your office has given to this matter.
Sincerely,
Karen R[redacted]Customer
Service Manager[redacted]
[redacted]
[redacted]
Dear [redacted]: This is in response to the complaint we received regarding the above referenced booking number. In the complaint [redacted] is requesting a refund due to a cancelled flight. On December *, 2016, [redacted] or someone...
on his behalf went on our website and submitted a round trip reservation. The reservation was booked without the assistance of one of our Customer Care Agents and it is the responsibility of the person making the reservation to make sure they read all necessary and important information.Prior to submitting the reservation he stated that he had read and understood our Terms and Conditions under Airline Schedule Changes.“All Airlines have differing rules and policies regarding schedule changes, which are beyond our control.Due to the operational needs of each airline, changes are often made to the flights that they are currently operating. Often these changes are a prediction of travel needs for a future dates but can also reflect same day changes. Types of changes could be: flight number changes, time changes, routing, date changes and or cancellations. Cancellations include when an airline has stopped or temporarily canceled service to certain cities, or stopped service on certain days of the week It is always important for the customer to reconfirm their flights with the airlines 24 to 72 hours prior to departure, especially if they are already traveling. You should periodically check emails for updates regarding flight schedules and respond in a timely manner.CheapOair does not assume any liability whatsoever for cancelled flights, flights that are missed, or flights not connecting due to any scheduled changes made by the airlines”The airline cancelled their flight very late the night before his early morning scheduled departure. When [redacted] contacted our agent he was advised that he would need to work directly with the airline. They were responsible for reprotecting him onto another flight to reach his destination. He will need to contact them for any refund or compensation he is requesting. He also had purchased travel insurance so he may want to contact the insurance company to see if his concerns would be covered by the policy he purchased. We regret any confusion or frustration encountered by [redacted] but no refund will be offered based on the above information.We appreciate the time and attention your office has given to this matter. Sincerely,Karen R[redacted]Customer Service Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
7/6/2016
Complaint
On April **, 2016, I asked CheapOAir to process my refund. On April **, they immediately charged my credit card $100 and told me to wait 1-2 billing statements to receive my refund. After waiting 2 billing statements, I have still not received my refund. Upon asking again, I found they have never...
processed the request and are asking for an additional 60 days, delaying from their initial process.
Desired Resolution
CheapOAir should immediately process the refund promised as requested due to significant delays.
Consumer Business Dialog
[redacted] [redacted]Dear [redacted]:This is in response to the complaint we received regarding the above referenced booking number....
In the complaint [redacted] is requesting a refund for the ticket requested through our website. We would like to advise the Revdex.com that when tickets are issued and voided within a 24 hour period there is only a pending authorization on his credit card. The authorized amount will go back to the accounts available credit. This will not appear as a refund and generally takes 24 to 72 hours. He will need to check his credit card statement or with his credit card company. They will be able to advise if the authorization went past the ‘pending’ stage. If the charge did go past the pending state in order to research his concerns he will need to provide a running statement for the credit card in question. This information can either be emailed to [redacted] or faxed to [redacted] Attn:Georgia. We regret any inconvenience or frustration encountered by [redacted] but appreciate the time and attention your office has given to this matter. Sincerely,Karen R[redacted]Customer Service
[redacted] [redacted]Dear Sirs: This is in response to the complaint we received regarding...
the above referenced booking number. In her complaint she is requesting a refund for our service fee she was charged when cancelling her reservation.Before the reservation was cancelled the following email was sent; This is not a confirmation that your ticket is refundable or will be refunded. After we've received your One Time Password XXXXXXDear [redacted], We've received your cancellation request for booking (#[redacted]) for passenger(s):[redacted]Your cancellation is NOT COMPLETE. Before your cancellation can be processed, you must either:• Visit Our Website: Our self-help tool will guide you through the cancellation process by using the link and one-time password provided below.• Call Customer Care: A representative will ask you for a one-time password in order to complete your cancellation. Your one-time password is provided below. Call us at: Within U.S. ###-###-#### toll free 24/7 Outside U.S. ###-###-####Once you've completed your cancellation, you will be eligible for a potential refund of $1348.76, subject to validation and approval from the airline(s). You will receive a confirmation of the final amount within 24 hours. Please note, the original service fee remains non-refundable.A $25.00 cancellation fee will be charged on the account you provided, once the cancellation is confirmed.While we make every attempt to credit your refund to you as quickly as possible, in some cases it may take up to two billing cycles to reflect on your bank statement.Thank you, CheapOair.com Customer ServiceOur fees are also listed in our Terms and Conditions which she agreed to prior to submitting her reservation.We appreciate the time and attention your office has given to this matter.Sincerely,Karen R[redacted]Customer Service Manager
[redacted]
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[redacted] [redacted]
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[redacted]
*
Dear [redacted]:
This is in response to
the complaint we received regarding the above case...
number. In his
complaint [redacted] is requesting that we honor a sold out fare.
It might help to explain
a little how we work. We are a travel
agency, simply stated we are agents for the airlines. We do not create the airfare, the schedules
or have any control over airfare or schedule changes. As we allow clients to access hundreds of
thousands of flights and fares, so does every other on-line travel agency
worldwide. Basically, this means that
anyone with a smart phone or internet connection has access to these flights
and therefore seats and airfares can sell out quickly and it may take the
airline anywhere from 24 hours to several weeks to update their availability on
sold out fares and flights.
As listed in our Terms
and Conditions: All offers, prices, and conditions of sale may be subject to
change without notice.
We appreciate the time
and attention your office has given to this matter.
Sincerely,
Karen R[redacted]
Customer Service Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Based on the statement that Cheapoair send as answer: “[redacted]”Which is different than what airline is telling me by Email and over the phone, airline throw the Email said :”[redacted]” and email is available and I also forward it to Cheapaor customer service.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
In their answer, CheapOair conveniently forgets to mention their false claim: "An incorrect phone number is on file for you at your banking institution that you used to make a purchase from us, as we informed you in our recent conversation. " I have proof of this in my inbox, and will gladly provide this proof when required.The claim is false for the following reasons: A) They never contacted my banking institution (I verified this with the banking institution), and B) My banking institution has my correct phone number on file (again verified with the banking institution).CheapOair, in their answer to you, claims that "we tried to do this with his bank, but a conference call was needed". Not only is this statement a non sequitur (look it up on Google if you don't know what that is), it is also a confirmation of their lie. Their statement suggests that they tried to contact my banking institution, and failed, and that therefore a conference call was needed. My question then is: if they failed to actually make contact with my banking institution, then how can they claim that my banking institution does not have my correct phone number on file? I'm truly curious to know where they obtained the information, which, I'll mention it again, is demonstrably false. My banking institution will confirm this if required.I also do not understand the need for a conference call; I do not see how my phone number should be the magic number that all of a sudden then confirms my credit card is real (the banking institution itself has very different ways of confirming that I am who I say I am).I highly question this statement of theirs as well: "Because it was an international address using an international credit card, we, of course, needed to verify some information". [redacted] is an international company and I'm baffled that CheapOair should be so surprised that credit cards are used internationally.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted]
*
[redacted]Dear Sirs:This is in response to the complaint we received regarding the above referenced booking number. [redacted] is looking for a refund of charges for cancelling airline tickets purchased through our website. [redacted] or someone on his...
behalf went onto our website on September **, 2017 and submitted a reservation request. The reservation was booked without the assistance of one of our Customer Care Agents and it is the responsibility of the person making the reservation to make sure they read all necessary and important information.Attachment 1 is the bottom of the payment page [redacted] filled out. You will see he states that he has read and agreed to our terms and conditions. Part of which state:
[redacted]When [redacted] called our office to cancel the reservation he was advised that the reservation could be cancelled and a refund of all charges would be processed. There would be a new charge of $50, as he had previously agreed to. . He was very unhappy with this so the refund was processed without the fee. He was never charged a fee for cancelling the reservation. We would also like to confirm with your office that our rating with the Revdex.com is an A+ and not an F as expressed by [redacted]. We appreciate the time and attention your office had given to this matter. Sincerely,Karen R[redacted]Customer Service Manager
May **, 2015
Revdex.com[redacted] [redacted]
RE: [redacted]/Rebuttal Case [redacted] Booking Number [redacted]
Dear [redacted]:
This
is in response to the rebuttal we received regarding the above referenced booking
number.
Due to the operational needs of each airline, changes are often
made to the flights that they are currently operating. Often these changes are
a prediction of travel needs for a future dates but can also reflect same day
changes. Types of changes could be: flight number changes, time changes,
routing, date changes and or cancellations. Cancellations include when an
airline has stopped or temporarily canceled service to certain cities, or
stopped service on certain days of the week. Once this information is received further we will than
know how to better respond to his request.
CheapOair
does not assume any liability whatsoever for
cancelled flights, flights that are missed, or flights not connecting due to
any scheduled changes made by the airlines.
As
stated in our original letter dated May [redacted] has been
contacted by one of our customer care representative based on his concerns. [redacted] has advised that on his behalf she has contacted the airline
requesting information as to when and why [redacted]’s flight was cancelled out
of [redacted] Airport and was rebooked out of [redacted] Airport.
We regret any confusion encountered by [redacted] and to please allow
the airline time to respond to our request.
Sincerely,
[redacted]
[redacted]
Dear [redacted]:This is in response to the complaint we received regarding the above referenced booking number. In the complaint [redacted] is requesting a refund for the ticket purchased through our website. A partial refund of the charges has already been processed for [redacted]...
[redacted]. After investigation [redacted] has been notified that the remaining $150 is also being refunded. This means that full and total refunds of all charges for the transaction are being processed back to her. We regret any confusion or frustration encountered by [redacted] and we appreciate the time and attention your office has given to this matter. Sincerely,Ruben B[redacted]VP of Global Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:After reading Karen’s response, I would like to clarify that I am not asking for a refund for a non-refundable flight. I am asking to use the money I was charged for another flight, along with the re-issue fee and any difference in flight costs.I made it clear to the representative in two different phone calls that the flight was booked incorrectly and wouldn’t work for me, thus indicating that it should be canceled. When I called back on November 30th, it was my understanding that the flight had been cancelled and I was calling to discuss new flight options. At no time did I indicate that I wanted to keep the original flight. The customer service representative told me I would have up to a year to use the money I was charged, towards another flight, as long as I paid a $100 re-issue fee for each ticket. I wasn’t ready to book my new flight which is why I told them I would call back.I did not check in for my flight because I thought the flight had been canceled. I only learned that the airline marked us as a no-show when my boyfriend called CheapoAir to attempt to use the money I was charged for the original flight. As I stated to each representative I spoke with, I reversed the arrival and departure cities so I would not be able to keep the original reservation. The representative did not indicate that I needed to contact the airline to let them know I would not be traveling on the original flight.After multiple phone conversations with a supervisor from CheapoAir, I was told they would contact the airline to discuss other options and return my call. At this time, I also requested the recordings of my phone conversations with the customer service representatives. I never received the recordings or a returned phone call from the supervisor.I appreciate your time in reviewing this issue. I look forward to a prompt resolution of this matter. If you have any further questions, please do not hesitate to contact me by email or phone.Kindest Regards,Laura P[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I stay firm in my complaint against you that you have used unethical business practices at the time of me booking my plane ticket on November ** 2014. This was a special trip I had saved for and it was a trip for my myself and my daughter then [redacted] years old to meet her grandmother for the first time.I called this booking service at several occasions raising my concerns about the booking policies and I was assudre several times I would be able to book my ticket without penalties. I further explained that I would not like to book a return ticket as my return date would be unknown as there would be construction and restoration of my home and my date of return needed to be flexible and I was in the conversation still assured that if I made my booking thru the service I would be able to change it. I was not informed of exorbitant fees that would exceed the actual ticket vaue!I would simply say I was coerced to make the booking with the knowledge that the company later on would be able to collect exorbitant fees or let alone force me to purchase another ticket, which I was forced to do.The response from [redacted] was most uncomfortable as the company clearly understood their legal mistake in offering of my ticket but tried to send me forms and email correspondance further coercing me to dissolve the dispute in a destitute and illegal manner.I am not going to dissolve this issue unless I have my full fund of my return tickets releases and resolved along with apology from [redacted].Thankfully,[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]