Wholesale Travel Center, Inc

Review: July 19, 2013 reservation was made for a round trip to [redacted] Fla. from [redacted] MI

through [redacted].Com. [redacted].Com mention in the confirmation that the credit card used would be charged twice to ensure payment has been received (documents to prove all statement are true). On September 22, 2013 we received a phone call from [redacted]. Com that the flight has been canceled for lack of payment. I spoke with the person in charge of accounting **. ** who informed me that the flight was canceled through the airline and I should book another flight which would cost me twice the money as stated earlier in the agreement. I have spoke, email and discussed this issue at length with **. ** who insisted that the airline is at fault. I spoke with the airlines and they informed me that the agent who is thrid party is responsible for calcellation and refunds. Yet [redacted] is still giving me the run around concerning the refund the statement below was email to me about the refund. Below you will read my request for refund that was promised to me in ten days and the reply from [redacted].com

REQUEST FOR REFUND:

**,

We have not received a refund that you told us would take up to ten days, ten days has passed and we would like to know when to expect our money. I will phone you by 4:00 October 11, 2013

[redacted] on behalf of [redacted]

REPLY FROM [redacted].COM:

Dear **. [redacted],

Please Contact the Airline at phone Number ###-###-####. If you are unable to reach them, then you can file a dispute for that amount. Here is the confirmation number [redacted].

I called the airline and once again they are not responsible but the agent is responsible for the refund.Desired Settlement: Twice the money should be paid me for the time and trouble to resolve this issue.

Business

Response:

Dear

Customer,

Thank

you for notifying me of your complaint. We strive to provide you with the best

possible service, and when you feel that it fails to meet your expectations,

it’s important for us to know. We’re sorry that you received service that

prompted you to contact us with a complaint, and we regret any inconvenience or

frustration that your experience has caused you.

As

per my investigation, you have booked an airline tickets on 25 August for three

passengers to travel on 12/18/2013 for total amount of $4393.68.

After

you receiving all the confirmation emails from us, we have sent an email by

notifying you that there is a payment problem and we would like you to update

it or contact us.

The

payment did not go through at the same minute when you booked the booking and

we received a notice from our ticketing office that the fare no longer exist

and passengers must try to re-book it online as these tickets were instant purchase.

As

per your record, you have the full money in your account as we did not obtain

an approval code at the time of issuing the tickets.

We

thank you for including [redacted].com in your travels and we hope to

have the opportunity to better serve you in the

future.

Thank you for your patience and understanding throughout,

As part of Our Customer Commitment, our goal is to create

the highest level of customer satisfaction w within the Travel Agency industry.

Customer

Care Supervisor

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: **. [redacted] apparently have me confused with some one else. This goes to show how many people [redacted].Com has jerked around I gave the booking number and he knows that I was reponding on behalf of my son.

He knows nothing is going to be done about my refund and will continue to jerk me around. I am rejecting what ever it is he has to offer but my refund. Consumer doesn't have any right any more. It is apparented that this is going to be a merry go round

I would like results and get my refund: booking number [redacted].Com has been through this game so many times. They know consumers will give up without a fight. I want my refund.

Regards,

Business

Response:

Dear Customer,

Review: Customer service is poor. Adequate information for informed consent unavailable in a reasonable and accessible fashion. $400/person/ticket cancellation fee by wholesaler, Airfare.com, is egregious when airline only charges this company at most $100/ticket/person. This cancellation was unavoidable for me personally; it was 2 days after booking for a flight 8 months away. Airfare.com made a minimum of $600 profit for doing nothing, at the customer's expense. Cancellation fees were not itemized and were only explained in very small print on a "buried" webpage not easily accessible.Desired Settlement: Waiver of at least one of the two ticket's cancellation fees of $400 each ticket, given the situation.

Business

Response:

Dear Revdex.com,

Review: Here is a review I wrote explaining the whole ordeal [redacted]Desired Settlement: I would like an explanation from Airfare.com on -

1. Why they thought it was okay to call my wife and yell at her.

2. What processes they are putting in place to ensure that they will refund customer's money in a timely manner.

3. What processes they are putting in place to ensure that their employees do not misbehave with customers.

Business

Response:

Dear Revdex.com,

Subject: An apology

Dear [redacted],

Thank you for notifying us for the horrific behavior from

our employees. I appreciate your sincerity and hopefully this will never happen

again. Please accept my sincerest apologies.

We are not taking your complaint lightly. In fact, your

complaint has been forward to several key people in our organization, including

the President. We are working to improve our employee’s conduct hereafter and

to make sure this kind of horrific behavior does not happen again.

Again, please accept our apology for this kind of behavior.

Thank you,

Vice President

Airfare.com Team.

Review: This is travel agency. Mistake on the name was made during the initial booking. We made phone call to have it corrected. They charged $150 to just have a name changed. I contacted the airline directly to have the problem solved. The airline indicated that they can make the change without any cost but cannot change the booking without the travel agency.

They travel agency is charging money for service that should be free of charge. This is extortion. Please investigate their business.Desired Settlement: Report this travel agency to the authority regarding their shady business method and have them fined or penalized so that they can make change on their policy.

Business

Response:

Dear Revdex.com,

Please reply to our customer the below details:

Dear Customer,

Thank you for informing us of your complaint. We’re sorry that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. Please be advise that you did not booked the ticket directly with Airline so we have to follow the rules we have and you have already agreed to our terms and conditions. Please click this link to see the full terms and conditions [redacted] and also see below the name change policy:

Reservations Names and Ticket Request:

Once the ticket has been issued the name on the ticket cannot be changed.

All reservations must be made in the EXACT name of the person(s) traveling - no nicknames. For international travel the name on the reservation must be EXACTLY as it appears on the traveler's passport. Once reservations have been made and you have provided payment information, your reservation CANNOT be changed.

However, Airfare.com does recognize that mistakes can be made. We will do what we can to see if we can correct such mistakes if and when they occur. These changes must be minor changes such as; miss-spellings, maiden name and married name for passports, etc. Not complete traveler changes. We will get in contact with the airlines to see if they will allow such changes under the circumstance, but it is up to the airline to allow a name change. Please keep in mind that changing the name on a reservation is considered and treated as a regular change and normal change fees will apply.

Thank you,

AJ K[redacted]

Customer Care Supervisor

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

First of all, the name I put on the reservation was not a nickname. It was a misspelled name. They charged me fee to change the name (which is free to the Airline to do - I have checked with the airline before contacting Airfare.com back). This is one shady tactic to overcharge your customer for a free service.

Review: I purchased online round trip airline tickets in February 2013 for travel beginning March 7, 2013 between Victoria, BC and Chicago-O'Hare. I had to cancel due to illness. Attempts to rebook have been unsuccessful. Here's a recap: During the summer months, no flights between Victoria and O'Hare were presented on their website. I found appropriate ones in October 2013 and tried to rebook, but airfare.com could not complete the transaction in a timely manner; after complaining, I agreed to cancel the request and try again at a later date. I tried again in February 2014, but again, airfare.com did not respond to my requests in a timely manner. During our last telephone conversation, airfare.com indicated my ticket had expired (I believe he said in September 2013). Upon reviewing the ter** and agreements on their website, I did not find a deadline for rebooking, only a deadline for cancelling. In short, I have made every attempt to use their services in good faith, and every time they have been unresponsive (except the one time when I threatened to contact the Revdex.com).Desired Settlement: I wish to receive a total refund and be done with this.

Business

Response:

Dear Revdex.com,

Please forward the below info to our customer.

Dear **. [redacted],

We’re regretful that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. As per our record when you called us to make the changes on 19 March 2013 we have provided the fare and tax difference but you refused to pay it. After that you send us another request and again we give you the fare and tax difference but again refused to pay. More than two times we have worked on your booking, but you were keep refusing to pay. After that we did not receive any request and the ticket was expired. On 07 Feb 2014, when we received a complaint from you we again contacted the Airline to see what can be done and they replied: Please see the below response from Airline:

As per the fare rule

14.TRAVEL RESTRICTIONS

VALID FOR TRAVEL COMMENCING ON/AFTER 22JAN13 AND ON/

BEFORE 27SEP13. ALL TRAVEL MUST BE COMPLETED BY

MIDNIGHT ON 30SEP13.

Please advice your client accordingly.

Again we do apologize for any inconveniences.

Thank you,

[redacted]/Customer Care Supervisor

Airfare.com Team Member

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Their allegations that I refused to pay are false.

Review: offered airfare for 965.49 with taxes and fees, insisted on a CC for payment, then refused to sell the product unless I authorized an additional 6% surcharge that was never revealed until I called to find out why they flagged the card payment as rejected.Desired Settlement: Honour the quoted fares. Sell me the quoted airfare at the price specfied.

Payments Details

Base: $826.00

Taxes / Fees: $139.49

Total Price: $965.49 USD

Additional baggage fees may apply

Airfare.com Company Address

4619 41st street NW, suite 300,Washington, DC 20016.

1-800-AIR-FARE(247-3273)

703-379-1777

Call Center Hours

Open 24 Hours / 365 Day

Booking Confirmation

Itinerary

Airline From To Departure Arrival Stops

1 [redacted] Airlines Inc SYD-[redacted]

Sydney, New [redacted], Australia SIN-[redacted]

Singapore 22 February

Saturday 01:50 PM 22 February

Saturday 06:55 PM 0

342 [redacted] SIN-[redacted] Singapore KUL-[redacted] Int

[redacted], Malaysia 22 February

Saturday 08:00 PM 22 February

Saturday 08:55 PM 0

Booking Summary

STEPS STATUS BOOKING PROCESS

Booking Successful

Confirmation

Confirmation Number [ 2LP2YF ] Check Trip Itinerary (CheckMyTrip.com)

Ticket Type This itinerary requires paper tickets to be issued in order to qualify for this special fare. We will issue you a paper ticket and mail it to you. You will be charged USD $0to have the tickets sent to you via [redacted]. You will not be charged any other paper ticket fees.

Payment

There is a problem your booking please call us immediately to fix it Or click here to use another credit card.

PLEASE DON'T TRY TO MAKE ANOTHER RESERVATION TO AVOID DOUBLE CHARGES

You can fix/change your payment problem through the following link

Fix/Change Your Credit Card Information Now.

Or Call Us 1-800-AIR-FARE(247-3273) Or 703-379-1777

Business

Response:

Dear Customer,

We’re regretful that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you.Please be advise that we have issued the ticket as per your request with the total amount of $965.49. We did not charge any extra fees. Please see the copy of your booking as attached.

Thank you,

Review: We bought 3 air tickets through airfare.com. Confirmation number and passenger names are listed below. My credit card bank [redacted] charged extra fee as International Transaction fee for each of the 3 tickets. Per my Credit card company, the charges were made outside of USA from Germany. I ordered the tickets in US$ at airfare.com company Washington DC website, my credit card should have been charged from airfare.com in Washington DC. I have sent an email and spoke to customer service at airfare.com on March 27th 2014 requesting reason for charge from Germany and asking for refund of additional charge $33.30. Airfare.com representative also agreed the card should have been charged from Washington DC where their company exists. Per their instruction, Credit card stmt. was also sent through email. Confirmation # Passenger Name[redacted]a Sundaram [redacted] Meera [redacted] Two days later we also bought another ticket [redacted] for [redacted] but our same credit card was charged correctly with no international fee!Until today I have asked 5 different times about this issue, only one reply on 7/18 saying we will get back in 2-3 business days but no response yet.Need Revdex.com help to resolve this issue ASAP.Thanks[redacted]Desired Settlement: Airfare.com needs to refund the 'International transaction fee' charged by my credit card company as they charged my card outside of USA without informing me.

Business

Response:

Dear Revdex.com,

Please forward the below response to our customer.

Thank you,

AJ K[redacted]/Customer Care Supervisor

Dear Customer,

We will sent a request to Airline to make sure they refund the extra fees to your account. Please allow 15-20 days to see that refund in your account.

Thank you,

AJ K[redacted] /Customer Care Supervisor

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. earlier I received similar messages from the Business but no action taken. I will wait for a 20 days as they responded and reopen this case if not resolved by then.Thanks for your assistance.

Regards,

Review: In 5-15-2014 I cancelled my air ticket. They said I have to pay penalty feed is 525usd. I agree and paid for it. They said my full amount will refund to me within 1-2 months max. The ticket I purchases was 1201.57usd. On 5-20-2014 they credit back my credit card account only 901.57usd until now is over 2 monts max as they promised. I tried to call them so many time on the fone and can't never solve anything and some case they just simple hang up on me. The now own me total of 300usd. I want help to get my money back. I do my part of the deal to pay a very hefty penalty fee one I want them to do the same return full amount of the ticket prices.Desired Settlement: Honor they promised. Fully refund my money. I honor my part to pay the penalty fee already.

Business

Response:

Dear Revdex.com,

Please forward the below response to our customer.

Thank you,

AJ K[redacted]

Customer Care Supervisor

Dear Customer,

As per our record the refund of $300.00 was processed on 21 August 2014 to the same card we had on file. Please check your account and you should see the refund.

If you have any other concern, please let us know.

Thank you,

AJ K[redacted]

Customer Care Supervisor

Review: On April 15th, 2014 I booked a multi-destination flight through [redacted].com. There were four flights total booked through various airlines. In a followup email, [redacted].com confirmed that all of the flights were successfully booked. After reading dismal internet reviews of [redacted].com, I decided to personally confirm that the flights were booked, and called each individual airline to make sure they had a record of my reservation. Three of the flights were booked; however, the final [redacted] flight, operated by [redacted] flight [redacted]), had no record of my reservation. I called both [redacted] and [redacted], and they said that there was no reservation made for that flight in my name.

I then called customer service at [redacted].com, and they assured me that the ticket was confirmed, and gave me a ticket number. When I followed up on the ticket number with [redacted], they said that only one of the flights had been booked. Additionally, in their system was a memo stating that my ticket on [redacted] Flight [redacted] was cancelled because [redacted].com didn't have authorization to ticket [redacted] flights. The memo also says that [redacted] sent [redacted].com a number of messages stating that my reservation had been cancelled, and that they needed to rebook.

I called [redacted].com again, and this time a customer service agent hung up on me after being unable to provide a [redacted] confirmation number. I also sent a number of emails to [redacted].com, and they too assured me that I was booked on the flight even though I had documentation from [redacted] AND [redacted] that I was not confirmed on the flight. I asked for a [redacted] confirmation number from [redacted].com to prove I was on the [redacted] flight, and at that point they stopped responding my my emails.

My credit card statement shows a charge for $1663.73. This amount reflects the cost of the entire trip. I called [redacted] on 4/16 to try and rebook [redacted] flight [redacted], however they stated that because I booked through an agency, only [redacted].com has the authorization to rebook my flight. There is nothing I can do to rebook my flight without going through [redacted].comDesired Settlement: I would like [redacted].com to rebook the [redacted] flight [redacted]. If that is not possible, then I would like a refund of $283 to cover the current cost of a ticket on flight [redacted]. I would NOT like [redacted].com to cancel all of my flights, because the cost of the flights have risen significantly from the time of booking. If [redacted].com does indeed cancel the entire reservation, I would like them to pay me the current cost of the flight itinerary, since flights have increased in price dramatically.

Business

Response:

Dear Revdex.com,

Please forward the below response to our customer.

We’re regretful that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. We have received your complaint in reference to booking [redacted]. I have fixed the issue and now you can login on [redacted].com website by entering their booking number [redacted] and your last name. If you have any other concern, please contact us.

Thank you,

Customer Care Supervisor

Review: I purchased airline tickets on 3/25/2014 in the amount of 4,232.44 and I was billed for three tickets. I was then billed again for the same tickets individually with a $3.00 handling fee. I contacted the company who stated that they did not do this. My bank [redacted] filed fraudulent charges. This company is the only company I bought tickets through. They refuse to investigate the issue but instead keeps blaming [redacted] Airlines whom I did not give my credit card info to.Desired Settlement: I need my account adjusted as soon as possible. They may cost me to forfeit my vacation and all monies paid if this matter is not resolved quickly.

Business

Response:

Please forward the below reply to our customer:

Dear Customer,

Thank you for informing me of your complaint. We strive to provide you with the finest possible service, and when you feel that it fails to meet your expectations, it’s important for us to know.

I have received your complaint in reference to the extra charges on your account. We’re sorry that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. As per our record we have only charged the card for total of $4,232.44. If you see any extra fees which is associated with the charge from our company please forward that to our customer services email at [redacted] and we will look into it. Please let me know if you have any other concern.

Thank you,

Review: I'm writing to share my unpleasant experience with Airfare.comI had scheduled a flight from the US (LAX) to Australia (SYD) for most of the month of AprilThe person I was going to visit has suffered injuries from an automobile accident and is no longer able to have me as a guestI called airfare.com on Mon March the 3rd around 11:41AM and relayed this information to an agentHe took my flight confirmation number, my name, and proceeded to tell me that there was a cancellation fee minimum of $and that I would have to submit a request online to get the final quoteOnline, when logging in, I noticed too that it reads, "If Airfare.com is able to obtain a waiver from the Airline a refund penalty will apply up frontA fee will be determined by agents and validating airlines" I assumed the airfare.com agent I spoke with was referencing this, as there are no other listed $fees onlineThere are $200, and $change of date fees listed, but no reference to $Since then, I have called to inquire about the discrepancy between the quote/information I was given over the phone on the 3rd of March and the email I received telling my I could not cancel the ticket for any feesTheir website also says,
"Top Rate Customer Service
Whether it is an emergency last minute travel booking or just a pleasant reservation experience, it is our fundamental belief that customer service is the top priorityThis site is a project that we have committed tremendous resources towards to better serve our customers"
I called on the 11th of March to discuss the difference of conveyed informationThe first gentleman I spoke with was extremely rude and short with meI asked if there was anyone else I could speak to, at which point he told me he was the only person working that day, and I could not speak with anyone elseI then asked if I could have his name, which he also refusedHe finally put me on hold, and after minutes told me I could speak with a managerThis manager, while more polite, was still very unhelpful
After speaking with [redacted] Airlines, I called airfare.com one last time today and asked if I could speak with a manager directlyThe agent who answered was very polite and happy to transfer me to the supervisorThis gentleman, however, was also extremely short and rudeHe implied that I was lying about this initial information I was given regarding the $figure, and was very short with me as wellHe avoided and wouldn't answer any of my questions, and spoke down to me, as if I were a child being scolded
Not only have I been disappointed with the customer service, I have still yet to receive any answers to the questions I have asked multiple timesI will never be booking through airfare.com, and I will dissuade anyone I know who is planning to or regularly travels not to use this travel agency after the complete lack of respect and treatment I have received.Desired Settlement: I would like to have the $minimum plus whatever applicable taxes/fees that I was initially quoted to be honoredIf not, at the very least I would like an explanation as to why I was quoted information over the phone, rather than being yelled at for inquiringWhen a business prints an advertisement with information, they still have to honor that to the public, and accept the loss of their mistakeI work for a company as wellIf we accidentally give a customer a quote that is mistakenly lower than it should be, we honor what we told them and accept our loss
Business
Response:
Dear Revdex.com,
Please forward the below reply to our customer:
Dear Customer,
Thank you for informing me of your complaintI have received your complaint and Airfare.com understands that unexpected situations may come up to where your travel plans must be changedWe're sorry that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused youAs per our record we never received any request from you to cancel or to change your flightYou did not send us anything in writing and there is nothing can be doneThe reservation was never cancelled and you were-No-show at the time of travel and the entire ticket has no value anymoreIf you did purchased travel insurance you may contact themYour ticket has no value and you will not get any refundThe ticket you have booked was completely non-refundableIn the terms and conditions it says that if Airfare.com is able to get a waiver from Airline then the minimum refund fee will be $In your case the Airline did not provide us any waiver and we have informed you that your ticket is non-refundable regardless of the feesThe ticket was changeable in futureNo-show means no value and you have lost the valuePlease let me know if you have any other concern
Thank you,
Consumer
Response:
[To assist us in bringing this [redacted]er to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Review:
Dear AJ Knight, You said "As per our record we never received any request from you to
cancel or to change your flightYou did not send us anything in writing
and there is nothing can be doneThe reservation was never cancelled
and you were-No-show at the time of travel and the entire ticket has no
value anymore." That is entirely not trueI did contact you using the form on airfare.com per the instruction of the agent I first spoke with who quoted me the $feeOn your online form, I asked about cancelling the ticket, and I have the reply from airfare.com via emailThis shows that you were contactedI also have call records showing that I called and spoke with supervisors and agents on multiple datesAgain, this is more proof that I have contacted your agency and repeatedly been denied any civil customer serviceI was told that my only option was to reschedule the ticket for a $dollar fee before the departure dateAs stated in my multiple conversations with your staff, I couldn't just randomly pick dates for a rescheduled trip at that timeCanceling the ticket was not offered as an option, as I was yelled at multiple times by your staff that the ticket could not be cancelled, only rescheduledTherefor, by default, of course I was a no-show at the time of departureIt was that or pay $350+ dollars for some random dates that I couldn't even be sure of were available for travelMy entire purpose of all of this was to cancel the ticket, for $450+ as quoted by your staff the first time I calledI also inquired about obtaining the waiver from the airlines that you also mentioned in your reply"if Airfare.com is able to get a waiver from
Airline then the minimum refund fee will be $450.00." The supervisor denied this as an option, and said they would not be contacting the airlines an any effort to obtain thisHowever, the airlines said that this waiver would have to be something requested by your travel agencyAgain, it seems that all of the information I have received from you and your company is contradictoryI've contacted you while you claim to have no record of it, yet I have multiple records of itYour staff denies $fees, yet you just stated that is, in fact, the minimum fee for cancellations with obtained waivers from the airlinesYou state there is nothing you can do since I didn't cancel the reservation " The reservation was never cancelled
and you were-No-show at the time of travel and the entire ticket has no
value anymore.", yet your staff told me that this was not an option on multiple occasions, from multiple personnelI'm am extremely dissatisfied with this response, as many of my complaints have still be avoided and sidestepped
Regards,
Business
Response:
Dear Revdex.com,
Please forward the below response to our customer:
Dear MrMatt,
The reason I said we never received any request is that you send us an empty form and you did not provide us the new dates to change your existing ticketPlease look at the form you send it and its completely emptyThe reason we were not able to accept your offer of $was because your ticket is Non-refundable and if its non-refundable we cannot get a waiver to refund itMost of the tickets are non-refundable, but sometimes some tickets are refundable and there is high penaltiesIn your case your ticket is 100% non-refundable and you did not send us the new dates so you were no-show and as per the fare rules on your airline ticket your ticket has no valueIf you read it again, it says "If" Airfare.com is able, but we were not able to get a waiverEven if we give you the option to cancel your booking you will not get any refund as the rules says anytime cancellation ticket is non-refundableWe do apologize for any level of customer services you have received
Thank you,
[redacted]/Customer Services Supervisor
Consumer
Response:
AJ Knight, You stated "The
reason we were not able to accept your offer of $was because
your ticket is Non-refundable and if its non-refundable we cannot get a
waiver to refund it." This was NOT my offerThis was a price given to me by a member of your staff the first time I contacted you by phoneI didn't make the offerI was quoted this priceI'm asking that your company honor the price that you gave me initiallyThat is the mistake of your companyWhy should I be penalized for your company giving me informationAll of my following actions were based on the fact that someone on your staff told me over the phone that for $450+ dollars, I could cancel the ticketAlso, if my form was blank, then why did the response reference my request to cancel? On Wednesday March 5th at 1:32PM I received the confirmation that I had submitted a request for a quote"Dear Customer,Thank you for submitting your online change request! We have received your change request email, please allow us 24-for one of our change specialist to begin working on thisOnce we have gathered all the needed information we will be in contact with you in regards to all detailsabout your request.Thank you for booking with WWW.airfare.com"And then again on March 9th at 4:05PM I received this reply which references that I did inquire about cancelling the ticketThe new departure/return date fields were blank because the were not applicable to my cancellation request"Dear customer, Kindly be informed that we have checked with the airline, but unfortunately this TICKET IS NON-REFUNDABL at allThe only option is to change with same airline and same destination with the total change fee of USDplus the difference in fare." After getting that reply, I continued to contact your staff in an effort to get some answers on the discrepancy between being told I could cancel the ticket and then being told that I could notAgain, all of my follow up actions were based on apparent information given to me by your staffIn that, I am asking that you honor what your staff told me and give me some sort of compensation for my loss of $[redacted]
Review: [redacted]

Review: I was granted a credit by 'airfare.com' on December 6th 2013 for the amount of the flights I had purchased. They refuse to let me use this credit. They are not returning calls, or calling back when they say, and now they just say they can't do it. I have an email from them stating I have a credit to use by october 18th 2014.Desired Settlement: I want my 2300 dollar back. Or I want the flight I've been asking for. This is unacceptable.

Business

Response:

Dear Revdex.com,

Please forward the below reply to our customer:

Dear Customer,

Thank you for informing me of your complaint. We strive to provide you with the finest possible service, and when you feel that it fails to meet your expectations, it’s important for us to know.

I have received your complaint and Airfare.com understands that unexpected situations may come up to where your travel plans must be cancelled or changed for later date. We’re sorry that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. In order to work on your booking you must send us the online change request and we will look into it and will get to you once we find out if there are any availability.

Thank you,

Customer Care Supervisor

Review: I have booked a flight with airfare.com in December to Patagonia this year.

1. Two months ago I was informed of a change in itinerary of my flights. This change did not work with my other travel plans, so I tried to change the flight. I called everywhere, even the airline who was fine with the change and suggested a new flight without extra charge, but wanted this to be done via airfare. When I called airfare, I was instructed to write an email which I immediately did. I NEVER received a reply, nor did the flight change take place.

2. Now, due to a family emergency (which I can prove with doctor's note) I actually need to cancel the flight altogether. When I called airfare (during business hours), I was directed to a form on the website which I filled out immediately, but again I did NOT receive an answer. I did explain the problem and offered possible strategies.

Thus, I cannot reach the company to change my flight, to cancel my flight, or to talk to anyone who actually does anything.Desired Settlement: Options:

1. I would BY FAR prefer complete cancellation and refund of my flight. Airfare states on their website that they do not refund, but in some circumstances the airline may provide at least partial refund.

2. If it is not possible to cancel the flight and refund the money, I would want to change the ticket so that I can actually use it to fly to Germany to see my family (due to this emergency). That way I would be able to use some of the money.

Thank you,

Christine

Business

Response:

Dear Revdex.com,

Please forward the below response to customer.

Dear customer,

Kindly be informed that our tickets are non-refundable

tickets at all, also it is non-reroutable, it is only changeable, you can change

the date only and it must be with the same airline for the same destination with

basic change fee of USD350.00 plus the difference in fare and it must be before

the departure, However we can check with the airline if it possible to get a

waiver for a refund due to medical situation, so please send us a hospital

admission or discharge paper in order to check with the airline, also you will

need to submit your agreement for USD150.00 processing fee in case waiver went

through.

Thank you,

Airfare.com Team Member

Review: I write this email as as stranded air traveller because of airfare.com who has offices in the ** area. I had booked a flight through [redacted], and had indicated Feb 18-23 as my travel dates. Airfare.com was the travel agent and sent me a Mar 18-23 itinerary. When I called them to fix the problem, they said only if I pay them $350 and the upgrade fee for the airline. At the time I thought just pay it and get it over with. The email below shows that I explained what my dates were for travel and included an email stating the reason for me to be in [redacted] February 18-23rd. However, they booked me to fly here February 18th and return March 23rd, meaning they did not fix the return date as indicated below. It wasn't until I got here to [redacted] that I discovered the problem, and asked [redacted] to fix it again, and they insisted (again) that I pay $350 and a upgrade fee. This time, however, they indicated I only had five minutes to tell them (via email) whether I would take the fare. However, for the succeeding 15 - 20 minutes I got into extended discussion with the customer service person. We will weren't able to resolve the issue, and now I am stranded in [redacted], and they've hung up on me on the phone and don't open again until Monday.

This business has been complained about so much on [redacted], and my experience with them leads me to believe they intentionally make mistakes on their itineraries hoping that people don't check them carefully. I believe a review of their records may show there is a pattern of them relying on their $350 penalty fees to depend on them as a regular revenue stream. Also, they used two different email addresses to handle my situation, which I wasn't sure why they were doing it. I believe, looking back, that its an extra ruse to confuse consumers who isn't sure who they're talking with, and the company can say they had two people dealing with the situation.

I know it seems like conjecture, by my extended experience with this company leads me to believe they are extremely saavy at how they use their penalty fee, and may depend on it because they try to book cheap fares through [redacted] and maybe suffer from low profit margins, with pressure to find added revenue.

I think its sad to have seen my wife, who came with me to [redacted] for a few days, to have left without me while I stay behind trying to figure out how to get back to the US. The fact that this travel agency decided not to help me, and used some arbitrary "five minutes" for me to respond yet engaged in banter with me for 15-20 minutes indicated a misleading statement of their availability to help me.

I hope you can use this information in some way, because I write frustrated that this company will treat their customers like this. I admit being abrasive, but am not normally so by nature. However, being stranded halfway around the world with no help from them, has made me very agitated, tired and just wanting to get home.

Please, please look into what I've alleged, and if you find nothing I guess that's fine. But if my allegations are true, then I'm not the only consumer who have suffered at the hands of this agency in the ** area.

Thank you, [redacted]

From: [redacted]

Sent: Friday, February 22, 2013 8:49 PM

To: [redacted]

Cc: a[redacted]

Subject: FW: Your Change Request With [redacted] I had indicated to you what my preferred travel dates were for this itinerary. You ignored it and still booked me to return on March 23rd when I repeatedly told you I had no need to be in [redacted] during the month of March. I even included an email detailing the dates of my travel.

Now, I am stranded in [redacted] and your customers service where not only lying to me and family members who called, you played with my circumstances while I was in [redacted] trying to pay (again) for an upgrade.

I'm coming next week, and will meed with the clever customer service person who decided I only had five minutes to respond to his information about upgrading my flight, yet we went back and forth for more than 15 minutes with his clever banter. Clearly, someone had pleasure at my circumstances of being stranded in [redacted].

I'd like to meet with the person who called me "buddy" and have a personal meeting with him, since he thought it was clever to leave me stranded here. He felt it better to have me beg and try to get the ticket. Guess what, I've got a ticket, and am expecting a refund of the remaining leg.

You folks are at best negligent in the way you have dealt with me, and at worst intentional in charging me for an upgrade that I shouldn't have happened.

From: [redacted] Sent: Wednesday, February 13, 2013 12:06 PM

To: '[redacted]

Subject: RE: Your Change Request With [redacted]

I’m not sure why the system placed me on March 18th. I have no need to be in [redacted] on March 18th, only from February 18th to February 23rd (please attached email). I don’t travel internationally normally, and this fare is supposed to be reimbursed by a third party. The fact that I have to pay $350 for a change fee for an itinerary that I don’t need doesn’t make sense. Can I just pay the upgrade fee? Again, I don’t have a need to travel to [redacted] on March 18th, it was only for February 18t. Please let me know if you can waive the change fee. I can’t afford it. Thanks,

Assistant / Tel: [redacted] From: [redacted]]

Sent: Wednesday, February 13, 2013 12:16 AM

To: [redacted]

Subject: Your Change Request With [redacted]

Dear Customer,

Regarding confirmation number [redacted] In order to make a change/cancel your reservation, we need you to submit a change request form. This is a standard form we use to handle all changes or cancellation requests.

You can get this form from the attached file or from the following link: [redacted]

Once we received it, the changes department will start working on your request and they will contact you back, before making anything, to go over the process with you.

Thanks for Booking with [redacted] Team

To speak to a live agent Call [redacted] (from overseDesired Settlement: I bought a RT ticket, and have not used the return segment. I would like the $350 change fee that the charged me (and still did not correctly reschedule me as requested) and whatever the value of the return segment.

Business

Response:

Dear Revdex.com,

Review: On Friday 9/27 I booked tickets for [redacted] Airlines via airfare.com (found via [redacted]). However, it was only after booking these tickets that I learnt about a persistent customer complaint (via Airfare.com’s Facebook page and other travel websites): they arrive at the airport only to find that their booking has been cancelled by Airfare.com without their consent. Some people have also reported overcharging and unresponsive customer service.

Links to complaints: [redacted]

I has been constantly contacting Airfare.com, particularly [redacted] to verify and clarify these complaints - they claim that the complaints are from competitors or from customers unable to pay. I have tried to get [redacted] Airlines to notify me before anyone tries to change my booking, but they said that the travel agency (Airfare.com) has the sole power to change bookings and that [redacted] Airlines can’t give me sole control of ticket changes nor call me to approve or deny changes beforehand. I have also attempted to contact [redacted] to dispute the charges for fraud protection, but they told me that until the charges have gone through they cannot do anything.

Based on advice from CBS Consumer Watch, I pursued a full refund from airfare.com. On Monday and Tuesday I spent a lot of time with [redacted] from Airfare.com to demand a refund. On Tuesday 10/2 [redacted] emailed me stating they will remove the charges of $3537.80 for the airfare and $3.53 & $4.12 for verification - at that point all those charges were still pending authorization for final amount from the merchant. They also claimed to have talked to [redacted] about removing those charges - I called [redacted] and they verified that the conversation did take place, and to let them know immediately if they take the money out. He said that the charges will take 3-5 business day to show up on my account; [redacted] says they show up immediately.

The only fees I agreed to were $700 in cancellation fees ($350 per ticket), per their terms and conditions. (Note: they originally quoted me a higher number and I digged through their T&C to disprove them.)

This morning (10/2) I checked my bank account and while the two verification amounts were gone and the $700 was yet to be processed (same hold), they charged me the $3537.80, in two amounts of $1768.90.

While on the phone with [redacted]’s claims department I emailed [redacted] and got a response saying that the bank told them to post the charges first. [redacted] told me that that wasn’t necessary; when I said that to [redacted] he said that the bank told him different, and that I should wait 3-5 days for the refund to appear.

A claim dispute has been filed with [redacted], and I have been keeping CBS posted about the development. I have also been keeping logs and documentation of the entire process.Desired Settlement: Immediate full refund of $3537.80 and no other charges made to my account.

Also if possible a refund of the $700 since they have not honoured their end of the refund.

Consumer

Response:

Revdex.com of Metro DC and Eastern PA3:51 PM (4 minutes ago)to me---------- Forwarded message ----------

From: [redacted] <[redacted].[redacted]>

Date: Fri, Oct 4, 2013 at 11:55 AM

Subject: ID [redacted] - Update

To: [email protected]

Dear Revdex.com

To update my report (ID [redacted]) re a refund from airfare.com - I would like to report that a refund has been received.

Review: I purchased 4 airline tickets on March 31, 2013, the intention that all four of these tickets would have a return date of June 15, 2013. However, when I ordered my tickets, for two of the tickets, I had inadvertently selected a return date of June 8, 2013. I called airfare.com on April 10th when I realized this mistake and asked to reschedule the two tickets from June 8th to June 15th. Airfare.com stated that they would charge me for a $350 change fee and $150 airfare difference fee for a total of $500 per ticket. I believe this is an unethical practice as a new exact ticket costs $550. In addition, Airfare.com's customer service was unwilling to make this one exception when they could clearly see that this was a mistake as I had also ordered two tickets for a return date of June 15th.Desired Settlement: I would like a full refund on both the tickets that I purchased (total is 2256.24) or allow me to change the return date of two of my tickets from June 8th to June 15th.

Business

Response:

Dear Revdex.com,

First let me apologize about the experience that our passenger have had with our Exchange Department. I can totally understand her frustration with a few of our policies, but please understand that dealing with a travel agency and dealing with an airline are totally different. Airfare.com is a wholesale operator; this is like buying in bulk. We are imposing the rules that you agreed to when you booked on [redacted]. Airfare.com is a partner with [redacted] and has highly discounted tickets; these tickets come with higher than normal rules and restrictions.

Review: Airfare.com charged me twice for a flight, resulting in a $1700 overdraft on my account. After speaking with them yesterday, and being told they were working on getting my refund processed, I came to find out today that they hadn't been working on it at all yesterday. I still haven't received a refund of the double charge. Accounting said they will call me back today after they speak with the booking agent. I asked to cancel my entire order and they told me they would have to charge me $900 cancellation fee. I told them I feel like the fee should be waived since they sent me into overdraft, leaving me with no money for the past two days, but he said that's not possible. This is unacceptable and I don't want to do business with airfare.com.Desired Settlement: I would like my entire order refunded, including the double charges, and without a cancellation fee. The total amount would be $5668.20.

Business

Response:

Dear Revdex.com,

Review: [redacted]. reviewed airfare (in airline tickets)

Airfare.com is the WORST experience I have ever had with booking a tix. Bought tix from MIA to ZRH for 7/2/14. Have jury duty on 7/3/14. Gave documentation. Was denied. Called [redacted] (that is the airline I am booked on), they said I could cancel, but have to go through Airfare.com. Called Airfare,com who had me on hold for 63 minutes. Hung up and called the 1-800 number, hoping to get through faster. When I finally got a hold of an agent, not only was he rude, but he hung up on me! Called my credit card company, who along with a [redacted] rep., talked with Airfare.com representative that also was rude, condescending to all of us (credit card rep., [redacted] rep and myself). I will follow up with fighting the charge through my credit card company.Desired Settlement: Would like my tix to be canceled and refunded to my credit card.

Business

Response:

Dear Revdex.com,

Please forward the below response to our customer.

Thank you,

[redacted]/Customer Care SupervisorDear Customer,