Wholesale Travel Center, Inc

Dear Revdex.com,
Please see the below response and forward to our client.
 
Thank you,
 
Dear Customer,
 
Please be advise that once the refund is processed, we cannot go back and request the airline to waive the fees. You have requested to get full refund and the refund was completed as per your request. Once again, we do apologize for any kind of proof customer services you have received from our call center. We no longer have access to your ticket, therefore, we are unable to assist you with your request.
 
Thank you
Kind regards,
AJ K[redacted]/Customer Care Supervisor

Dear Revdex.com,
Please forward the below response to our customer.
Thank you,
 
Dear Customer,
We do understand your concern and without paying the required fee to fulfill your request we will not be able to do so.
Thank you,
AJ K[redacted]
Customer Care Supervisor

Dear Revdex.com,
Please forward the below response to our client. 
Thank you,
AJ K[redacted] 
Customer Care Supervisor. 
Dear Customer,
As per our record by now you should have received the full refund. If you still missing the $600.00, please notify us by sending email to CS@[redacted].com. 
Thank you,
AJ K[redacted] 
Customer Care Supervisor

Dear Revdex.com,
font-family: 'Times New Roman', serif;">Please forward the below response to our
customer. 
Thank you,
Dear Customer,
Thank you for notifying us 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. We have received your
complaint and we can totally understand your frustration.
As
per our record the reason it was cancelled was due to security reason and we
did notified you via email on October 22, 2015 (The next day), your flight was
booked to depart on 14 November 2015. You failed to reply to our verification measure,
therefore the booking was cancelled and your funds were returned to you. We
never do bait and switch operation. For more info please read the rules and
regulations at www.airfare.com regarding
verification process.
Thank
you,
AJ
K[redacted]
Customer
Care Supervisor

Dear Revdex.com,
Please forward the below response to our customer. 
Dear Customer,
As per your request, NO changes has made to your booking. We have sent you the original booking itinerary to your email address today. Your flights are AS-IS. 
Thank you,
[redacted]
Customer Care Supervisor

[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]
 Complaint: [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.
Second, when Airfare.com re-booked my ticket, they misspelled the name again (on their own mistake). This time, they did not charge me any fee. IF the first name change cost a fee, then the second name change should cost fee and Vice versa.
Their business practice is shady at best and illegal at worst.
Regards,
[redacted]

Dear Revdex.com,
137.25pt">Please forward our response to our customer.
Thank you,
Dear Customer,
Re: complaint for booking number [redacted].
Thank you for contacting Airfare.com. Please accept our sincere apology for any inconvenience you experienced with your recent purchase. We have reviewed your reservation number [redacted].
Airfare.com understands that unexpected situations may come up to where your travel plans must be changed. Due to the higher than normal rules and restrictions on our tickets, the ticket(s) you are purchasing are completely NON-CHANGEABLE after the first travel date has passed. These highly discounted fares are non-transferable and non-re-routable.
These highly discounted tickets are subject to the airlines bulk penalty fee which will be $200 domestic tickets and $350 or international tickets. Additionally, if the new tickets cost more than the original tickets you must pay the difference. If the new tickets are less than the original, the airline will not credit the difference.
Our record indicates that you have agreed to the terms and conditions on Kayak and on Airfare.com on the change policy. Below are the details that shows you refused to pay the change fee and the difference in fare. Your ticket does not have any value. We informed you that the change must be done prior to departure. We do understand that sometimes new ticket is less than paying for the change fees plus difference in fare. The change fee and difference in fare will apply to any amount of the ticket. Rule is rule and we cannot avoid the rule. There is no refund/compensation due from airfare.com as we did not do anything wrong. We did not advise you to buy new tickets you took the decision on your own and now you old ticket do not have any value.
Proposals
Proposal Date
New Confirmation
Change Fees
Different In Fares
Total Amount
Proposal Status
Action Date
Admin
7/23/2014 12:20:40 AM
[redacted]
350
372.16
722.16
Refused
7/23/2014 12:20:40 AM
Closed
Dear Customer, Very Urgent please, Regarding your reservation with us, We checked with airline for your request to change the flight to be (30 Aug 2014) on the same original time: we got below flight: with total change fee ($722.16), Please Reply this email with your acceptance to process the exchange As soon As possible with airline due to limited seats. Please Note : the exchange must be done before departure time and this offer just only for today after that we not guarantee if the offer still available or not . Thanks Airfare.com Team
7/23/2014 12:22:11 AM
 Thank you,
AJ K[redacted]
Customer Relations Department
Airfare.com Team Member

[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]
 Complaint: [redacted]
I am rejecting this response because:
I never did make my trip.  I have been here in US and since then I have been back to work.  I had cancelled my  trip .  I did not fly out of the city where I live.  Is this another lie or another excuse ?   Please call the respective  airline(s).
Regards,
[redacted]

Dear Revdex.com,
Please notify our customer to provide us the booking number or the name of the passenger in order to investigate the matter. We cannot located the booking by the email address or by the name provided on this complaint.
 
Thank you,
**...

[redacted]/Customer Care Supervisor

Complaint: [redacted]
I am rejecting this response because I have not yet been refunded...

in full.
[redacted].com charged me $900 to cancel my booking and they, in turn agreed to process a FULL REFUND (not a partial refund less airline fees).
To date the company has withheld $300 per ticket (we purchased 2), refunding us $1,509.03 per ticket instead of $1,809.03 per ticket -- a difference of $600.
I have filed a bank dispute for the remaining $600.
[redacted].com's business practices are completely unscrupulous and I am frustrated having paid them $900 for nothing but terrible service and a lot of aggravation!
Regards,
[redacted]

Dear
Revdex.com,
0.0001pt; background: white;">Please
forward the below response to our customer. 
Thank
you,
Dear
Customer,
Thank
you for notifying us 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. We have received your complaint and we can totally
understand your frustration.
As per our record the reservation was issued successfully
with the ticket numbers [redacted] & [redacted] for [redacted] and
[redacted] on March 26, 2015 for total amount of $2580.26. We have
received a notice that you all arrived late at the airport.
Airlines policies clearly state
that if you do not arrive on time for the first flight listed on your
reservation you will be listed as a no show. When you are listed as a no-show
this means that the airlines automatically cancel the reminder of your trip and
you will lose all funds associated with such trip. Airfare encourages all
customers to check there flight departure times and check in times with the
airline directly. [redacted].com also advises that all travelers arrive at the
airport 3 ½ to 4 hours early for international flights and 2 ½ to 3 hours early
for domestic flights.
We did advise you to send your request via online
and will check to see what you options are, but there is nothing guarantee. As
of yet, we never received the online change request from you. We have checked
the status of the tickets, and its shows that Airline refunded the taxes/fees
to you. We no longer have access on your tickets. The booking is inactive. The
booking was considered as no-show and no-money. Unfortunately, we cannot assist
you any longer. All the funds associate with this booking is forfeit it.
 
Thank you,
AJ K[redacted]

Review: I recently purchased airline tickets from [redacted] Washington to [redacted] Ireland. I thought I was purchasing these tickets through [redacted].com; but later came to find out I actually was transferred to [redacted].com without realizing it. While in [redacted] I became aware that I would not make my flight home on time. I tried calling, emailing and posting on [redacted] to reach [redacted].com 24 hours before my departure time to try and change my flight and was unable to reach anyone. The website for [redacted].com states that they are open 34 hours a day 7 days a week; however myself and many of my family members were unable to reach [redacted].com on any channels. Finally hours after my flight was missed I received a call from a representative of [redacted].com. I was told that because I had already missed my flight there was nothing they could do as I would have needed to speak with them prior to missing my flight for them to make any changes. I informed this representative that I had tried calling many hours before missing the flight, but that I was unable to reach anyone. I was then placed on hold very a very long period of time (and was charged for every minute due to roaming charges on my phone). When that representative came back he stated that they would TRY and find another flight for me and IF they did I would receive an email. I then waited several hours to hear from [redacted].com. After waiting numerous hours I was forced to call the airline directly and pay for another ticket home. To date I have still not heard anything (either by phone or email) back from [redacted].com. I am willing to pay a transfer fee, but do not feel that I should have had to purchase brand new ticket(s) (one for both myself and my wife) due to the fact that [redacted] was unable to change or transfer the flights when the policy of the airline ([redacted]) allows for such changes. Please also note that I tried working with the airline directly; but due to the fact it was booked through [redacted].com they were unable to make any changes.Desired Settlement: Please see above. I feel that I should be compensated some or all of my additional airline tickets I was forced to purchase because I was unable to reach [redacted].com by either phone or email in order to change my flight.

Business

Response:

Dear Revdex.com,

Review: Airfare.com was able to get a full refund for me for a partially used airline ticket. I confimed the cancellation fee, but they did not mention I would have to come up front for. With out coming up with that fee I can not recieve my refund. I don't see how I should pay to recieve a refund to me that takes 8-12 weeks. It's unaccaeptable.Desired Settlement: I just want my refund portion of $450.24.

Business

Response:

Dear Customer,

Review: I was scheduled to fly out on the 12th of June. Upon arriving at the airport, I learned that I needed to have my ticket re-issued. In order to do that, I needed someone from [redacted].com to authorize a change in my travel schedule so that I could receive the re-issued ticket. When I tried to contact [redacted].com, I was put on hold for over an hour and never talked to a representative. I had to but another plane ticket so that I wouldn't miss my flight and subsequent flights.Desired Settlement: I would like to be compensated for the additional $295 that I had to spend on a plane ticket.

Business

Response:

Dear Revdex.com,

Please forward the below response to our customer.

Thank you,

Dear Customer,

Thank you for notifying us 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 are going to investigate this issue and will contact you soon. In case if we required the receipt, please make sure you have it ready.

Thank you,

AJ K[redacted]

Review: I have called them for 3 weeks and each time I have talked to them they promised to get back in touch with me via phone or e-mail and they have not done that until I called again today .

The company wants me to pay an additional fee of $900.00 in order to issue me a refund and they said it would take 45 days to refund me. I never heard of having to pay an additional fee for a refundDesired Settlement: I want my refund and do not want to have to pay 900.00 for it. If there are any fees they should be deducted from the money I already paid

Business

Response:

Dear Revdex.com,

Please forward this request to our customer as we finally were able to solve the issue.

Dear Customer,

We have received the cancellation request from you and your refund is in the process. Please allow 2-3 weeks for the refund to be appear in your account.

If you did not get the refund, please contact us.

Thank you,

[redacted]/Customer Care Supervisor

Consumer

Response:

From: [redacted] <[redacted]>

Date: Mon, Jul 28, 2014 at 12:46 PM

Subject: cid [redacted] / Wholesale Travel Center, Inc.

To: [redacted]

ATTN: [redacted]

Review: I purchased 2 tickets for me and my 80 year old mother from [redacted] on 02/07/2014 around 5:30 pm [redacted] time. I called their office around 8:00 pm to arrange seats for my handicap mother. I was told to wait for email for the ticket and call [redacted] airlines to request seats and wheelchair assistance.

I called [redacted] airline 9:00 am 02/08/2013 [redacted] time and I was told that the purchase was not ticketed yet. I was also told that I have to exit the [redacted] airport because it closes at 11:00 pm. I knew when I purchased the ticket that there is a layover of 15 hrs but we did not know we cant stay at [redacted] Airport. None was indicated online upon purchase that passengers have to exit the airport during the layover of 15 hours at Japan. [redacted] airlines told us that since my mother is a green card holder , she might get a transit visa. I checked online at [redacted] consul [redacted] texas and the processing time is 5- 7 business days.

I called [redacted] about the situation and the agent looked for a ticket for us with limited lay over time since my mother is a handicap. He suggested a ticket that will cost us both #3200.00. I originally purchased a ticket for my mother and I for $2300$. I told the agent I cant afford to pay $3200.00. He said he does not have control of the [redacted] and I have to pay $450.00 cancellation fee. I said why will I pay$450.00 when there is no way I can used the ticket because of the visa requirements and [redacted] airport operation hours which I dont have any control.

I called back again to cancel the tickets and A male agent told me if you dont pay the cancellation fee of $450.00 , there wont be any refund.

This is obviously a REAPED OFF. HOW CAN YOU PAY FOR SOMETHING THAT YOU CAN'T USE IN THE FIRST PLACE AND BE PENALIZED. THERE WAS NO INDICATION ONLINE AND RESERVATION THAT YOU HAVE TO EXIT THE AIRPORT DURING LAYOVER BECAUSE THE AIRPORT IS CLOSED. It was indicated in the email that you have to check to see if you need transit visa . How would we know during the booking that you have no choice but to exit the airport during layover.

This company should not be in practice with these misrepresentation of flights.

The agent also told me to call [redacted] airlines if they will approve the cancellation. I called [redacted] Airlines at 12:52 pm and was the reservation has not been ticketed and [redacted] has the authority to cancel flight and not [redacted] Airlines.

It is obvious that agents of [redacted] wants to reap off people and telling lies to their customers just to get money.

[redacted]Desired Settlement: The agency does not have the right to charge service/tickets that the customers can't use for a reason beyond your control- visa requirement.

Business

Response:

Dear [redacted],

Subject: Full Refund Issued for total amount of $2,288.02 to card numbers ends in [redacted] & [redacted].

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.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. I have received your complaint and I can totally understand your frustration with our company. As per my investigation on your booking, we were able to get a waiver from Airline and we have already processed the full refund to two different credit cads yesterday. Please see the attach file as proof. Please allow 14-18 days to see the full refunds. We do apologize for the level of the customer services you have received from our customer services department. 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 level of customer services and to make sure this kind of horrific situation does not happen again. If you wish to discuss more on this issue, please do not hesitate to contact me directly at ###-###-####.

Thank you,

[redacted]

Customer Care Supervisor/[redacted] Team Member.

Review: I have tried multiple times to contact [redacted].com to discuss their change policy. I am not asking the company to resolve my issue outside of their policy. I am simply requesting additional information.

I have been hung up on, interrupted, and spoken to in an unprofessional manner on several occasions. Moreover, they have absolutely failed to discuss my questions and address my specific concerns. I am attempting to change my ticket due to a medical issue, but do not have any new travel dates. I can provide whatever medical documentation they need to issue me a voucher to re-book my ticket at a later date. I was willing to pay their change fee, too, and receive the balance as the voucher. However, their rude response and inability to hear what I was trying to do has made me simply not want to do business with this company.

Most importantly, their behavior needs to be addressed so that other customers (angry ones abound on [redacted] and other review websites) don't have to deal with their unprofessional-ism.

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. [redacted].com understands that unexpected situations may come up to where your travel plans must be changed. We have an email from you that states you no longer want to make any changes. See below the info we have received from you. Date: Mon, Jul 28, 2014 11:44 amPer your company's request, I am writing to confirm that I do not want to make any changes to this reservation. I want this ticket to remain as is. Misty Thank you, AJ K[redacted]/Customer care Supervisor

Review: I contacted [redacted].com in order to change my ticket. They made me go through a painful and time consuming process of filing an online form. I was told I would get a response by the end of that business day (6pm EST, apr 16th) - a supervisor in their call center told me that.

They did not get back to me. The price at end of day 4/16 was lower than the original price of the ticket that I had purchased.

By 4/17th the price went up significantly.

I called them again on 4/17. After hours on hold, I found out they did not do a single thing to deal with my request. The supervisor just told me: "sorry sir, there is no availability for the dates you want". my answer was that I'm looking at the same dates online and there is availability. After a short exchange I realized that he did not even know what date I am talking about (!!). After I told him my date (not before a few more long holds), the supervisor came up with a price for the change: $350 (fees) + $521 (price difference) = $871. As a side note, a new two way ticket for exactly the dates I needed was priced at $1137 (and I only needed to change one of the legs).

I am now obliged to pay because [redacted].com did not process this in a timely manner (or did anything as a matter of fact). I also burned a lot of time chasing them around and got sub-par treatment and service (not to mention the rudeness of some of the reps).Desired Settlement: I want the additional fees paid back to me. And to be hones, I also think I deserve a compensation for the time, stress and bad customer service.

Business

Response:

Dear Revdex.com,

Please forward the below response to our customer.

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. We have received your complaint in reference to booking [redacted]. As per our record we have completed the change and you agreed by sending us the confirmation email. We did process the change as quickly as possible . You have send us the agreement on 17 April 2014 and we have completed on the same date. The new ticket was issued and it was emailed to you on 17 April 2014. We do apologize for any delay as there are more than 1000+ changes are in queue to be completed.

Thank you,

Customer Care Supervisor

Review: They fraudulently took money from my account and said they had refunded it but have not. Their policy is to refund within 24hrs and they have not upheld their policy.Desired Settlement: I would like them to refund the money they took

Business

Response:

Dear Revdex.com,

I have alraeady resovled this issue for [redacted]. Below is the last email from him saying that Thank you very much [redacted]

Dear [redacted]

Thank you for the email and phone conversation. You were the ONLY person

at your company that was helpful.

Review: I canceled some airfare. I have all the emails. The company had us pay an additional $900 to cancel the airfare without receiving any of the refund. I have an email that states the returned airfare money would be in my account sooner than the expected 8-12 weeks. This is a rediculous amount of time for them to be holding on to my money when they have not given me back my funds that I paid for a service I did not receive. The cancelation was processed on 9/15/2014 going on more that 2 months ago. I paid $900 for a refund and I am not getting the refund. Now I have sent multiple emails to the company and they have stopped responding to me. Now I do not have my refund and I am not getting any more information on the status of it either. It is unexceptable to stop responding to communication.Desired Settlement: I would like our credit card to be refunded the amount we were promised to be refunded. $2177.56.

Business

Response:

Dear Customer,