Wholesale Travel Center, Inc

Review: I purchased an [redacted] plane ticket through [redacted].com (aka Wholesale Travel Center Inc). The airline cancelled the flight because they were taking off my return destination from their flight schedule, so they authorized a refund for the full ticket price. The airline did what was necessary for Wholesale Travel Center to refund me the money. As Wholesale requested, I submitted to them a refund form on August 13, 2014. After submitting the request, every time I called to check on the status of the refund, nobody had a clue what was happening, and I am always being referred to someone else, that works on a different day, at a specific time, and then I get the run around again. The last time I contacted them, was Aug 30 and they claim that the airline has not authorized the cancellation. [redacted] did authorize it, Wholesale admitted to them authorizing it when I submitted the refund request, and I have double-checked with [redacted] that Wholesale has what it needs to fulfill the refund. At this point, I consider wholesale to be deliberately with holding my legitimate refund of $486.05. Please contact me by e-mail.Desired Settlement: Full refund.

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 full refund was processed on 31 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: To whom it may concern:

I am writing to file a complaint against Airfare.com due to misrepresentation of their products, failure of proper disclosure as well as an overall poor level of customer service.

On 8/4/14, I had wanted to change my reservation which I had bought on the 6/17/14 upon calling customer service, I had been informed that I am required to request the change 78 hours prior to departure of the original reservation. In no way was this information available on the website, cancellation policy page, or the online change request form prior to speaking with the agent on the phone on 8/4/14. I believe that this is a misrepresentation of the product and services that the company offers and does not properly inform and disclose the conditions in which customers are subject to upon purchase of tickets from Airfare.com.

In addition, the agent continuously referred me to the online form regarding any changes rather than answering my questions on the phone. The website clearly states that if I as a customer would prefer to speak to an agent that I am able to do so rather than only going through the form without any context. The agent simply tried to end the conversation rather than work with me to resolve the matter. I believe this is a poor level of customer service overall and the agent was not very helpful in answering my questions during the call. In addition, there was a consistent poor level of customer service as I had called within an hour of making my reservation to change a name misspelling and was informed that I would need to pay the change fee in order to make this minor correction. I had to call again to confirm if this was true and another agent was able to process my request at no charge.

Overall, I am highly disappointed by Airfare.com and would not be purchasing any products or services from the firm in the future. I would never recommend anyone from purchasing any products or services from Airfare.com in the future due to gross misrepresentation in advertising as well as failure to properly disclose all terms associated with the products and services that the company offers.

Your dissatisfied customer,

S.Desired Settlement: I would like to request a full refund of the fare, which is $1395.64.

Business

Response:

Dear Revdex.com,

Review: This complaint is regarding reservation number [redacted], passenger name [redacted]. I booked this flight with Airfare.com after being redirected by [redacted] late evening of 11 November 2013. I did not receive a booking confirmation email from Airfare.com until the next morning, which stated booking was processed on 12 November 2013. However, by this time a circumstance arose that caused me to need to cancel this ticket. So over several phone calls and emails throughout the day of 12 November 2013, I attempted to cancel this flight according to their policy that states cancellation without penalty is allowed before 11:30pm EST on the day of booking - which according to Airfare.com's own confirmation email I received was 12 November 2013. However, every agent and even a supervisor I spoke with refused to cancel my ticket and issue me a refund without also assessing a $450 cancellation fee. They claimed that this fee is assessed by the airline. I called the airline myself and was told that this information is a lie, as United States law states that customers are entitled to a 24-hour period to cancel airplane tickets without penalty. If I had booked the ticket directly with the airline, they told me they would have refunded me with no penalty, no problem, as I was well within the 24-hour period. Unfortunately, since I booked through a 3rd party booking agent, Airfare.com, they had to be the ones to file the refund request. Which until now Airfare.com has refused to do, without extorting an arbitrary and baseless $450 cancellation fee, going against their own cancellation policy which, itself, is superseded by US transportation law that affords me 24 hours to cancel without penalty. My perception is that Airfare.com is simply trying to give me the run around trying to run out the 24-hour clock to avoid giving me the refund I am legally entitled to.Desired Settlement: Cancellation of ticket and full and immediate refund in the amount of $1104.11

Business

Response:

Dear Revdex.com,

Please forward my resposne to our customer as stated below:

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 will investigate the issue on your booking and will get back to you by Monday or Tuesday. If you can email me the new ticket number that you have purchased from different agency to [email protected] Attn: [redacted].

Thank you,

Airfare.com Customer Care Supervisor

Review: We booked two tickets with Airfare.com from JFK both coming back on Monday November 11th at 1:50 AM. Tickets were paid and we got a confirmation back

confirming that the reservation was booked. Three days later, we get an email that they are changing our flight back to 1:55 PM on Monday and asked us to confirm if this was ok.

We said NO because we had to be here in the morning that day so we asked that they refund our money back in full or restore the reservation to the intial time.

Were told someone would call us within 24 hours....no one called. We called again......they were telling us that the refund may take 2-4 months which

ridiculous since we were not the ones who changed the reservation, rather, it was airfare.com who made a mistake. Told them this is not acceptable and they said

they would look into it and call us back within 48 hours. No one called. Still waiting,Desired Settlement: I just want the money back so that I can buy another flight. This was not our fault therefore, we are entitled to our money back.

Business

Response:

Dear Revdex.com,

Review: We recently purchased tickets from airfare.com and they have debited my account for the same amount 2x. We have called the company several times for follow-up and it has been 2 weeks- NO action has been taken. How long does it take to reverse a charge, when it takes 2 hours to charge people? Every time we call they say that it's in process and the timeline varies from it has been processed, it will be processed in 2 or 3 weeks. We never get a definite answer from this company and it is just ridiculous that we find out online that same thing happened to many people.Desired Settlement: We are expecting them to refund this charge ASAP as the bank account is overdraft right now. they also have to give us credit for inconveniencing us!!!

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 we have already issued full refund including the overdraft fee. Please see the attach files as proof.

Thank you,

[redacted]/Customer Care Supervisor

Airfare.com Team Member

Review: I purchased a flight from San Diego, CA to Bangkok, Thailand to happen on 19 December 2013 thru return date of 14 Jan 2014. Due to certain circumstances I am unable to make those dates. So I decided it would be best to change the dates. Of coarse this would entail an additional service cost of $350.00 and any difference in ticket difference if the new ticket is more than the original. Their website clearly states this. My issue is that I submitted my change request through their website (total of 2 times) as is their protocol and yet to have this issue dealt with. I am trying to get the new flight dates of departure from San Diego, CA on 29 April 2014 thru a return date from Bangkok, Thailand of 23 May 2014. I need this transaction to happen several days before my original flight date of 19 December 2013 or I will lose my full purchase ticket price of $1,792.78 due to their negligence.

After submitting my transfer of dates request to them twice online through their website I've only got a computer generated answer that they will reply within 24 to 48 hours yet this time has passed since the initial request. In addition I have called their call center several times, only to get the response that I need to submit the request the way that I already have multiple times. I feel they are intentionally waiting for the ticket to expire so that they can keep my money. My confirmation number is: [redacted] Their toll free number is: ###-###-####. Their website is: www.airfare.comDesired Settlement: Either finish the job by changing my current ticket dates to the new dates of 29 April 2014 from San Diego, CA thru return date of 23 May 2014 from Thailand, Bangkok. OR Get a refund of the ticket since they can't provide a service that was promised.

Business

Response:

Dear Revdex.com,

As per his request, we have done the job and new ticket has been issued for the dates he selected:

Thank you,

Customer Care Supervisor

Please see below the new flight details:

WTC DATE 06DECEMBER13

4619 41ST ST NW, STE 300/3RD FL AGENT Z1/AB BOOKING REF ZRR2BS

WASHINGTON DC 20016

TELEPHONE: 703 379 1777 MANGUCHEI/CHARLES JAVIER

FAX : 703 379 6983

229 16TH STREET, #105

SAN DIEGO CA 92101

USA

SERVICE DATE FROM TO DEPART ARRIVE

ALASKA AIRLINES 29APR SAN DIEGO CA SEATTLE WA 630A 935A

AS 493 TUESDAY LINDBERG FLD SEATTLE TACOMA

G ECONOMY TERMINAL 1

FOOD FOR PURCHASE/ NON STOP

FOOD FOR PURCHASE

RESERVATION CONFIRMED 3:05 DURATION

AIRCRAFT: BOEING 737-400KOREAN AIR 29APR SEATTLE WA SEOUL 205P 535P

KE 20 TUESDAY SEATTLE TACOMA INCHEON INTERN 30APR

H ECONOMY

LUNCH/DINNER NON STOP

RESERVATION CONFIRMED 11:30 DURATION

AIRCRAFT: BOEING 777-200/200ER

KOREAN AIR 30APR SEOUL BANGKOK 640P 1010P

KE 653 WEDNESDAY INCHEON INTERN SUVARNABHUMI I

H ECONOMY

DINNER NON STOP

RESERVATION CONFIRMED 5:30 DURATION

AIRCRAFT: BOEING 777-300

KOREAN AIR 23MAY BANGKOK SEOUL 1040P 600A

KE 652 FRIDAY SUVARNABHUMI I INCHEON INTERN 24MAY

K ECONOMY

BREAKFAST NON STOP

RESERVATION CONFIRMED 5:20 DURATION

AIRCRAFT: BOEING 747-400

KOREAN AIR 24MAY SEOUL SEATTLE WA 615P 1205P

KE 19 SATURDAY INCHEON INTERN SEATTLE TACOMA

K ECONOMY

DINNER/BREAKFAST NON STOP

RESERVATION CONFIRMED 9:50 DURATION

AIRCRAFT: BOEING 777-200/200ER

ALASKA AIRLINES 24MAY SEATTLE WA SAN DIEGO CA 850P 1131P

AS 484 SATURDAY SEATTLE TACOMA LINDBERG FLD

G ECONOMY TERMINAL 1

FOOD FOR PURCHASE/ NON STOP

FOOD FOR PURCHASE

RESERVATION CONFIRMED 2:41 DURATION

AIRCRAFT: BOEING 737-800

RESERVATION NUMBER(S) AS/IKSGII KE/EBL5GQ

MANGUCHEI/CHARLES JAVIER

ETKT:KE/180 7352748861-62

Consumer

Response:

Revdex.com of Metro DC and Eastern PA

Review: I had booked tickets online through [redacted].com. My original itinerary was to depart from [redacted] on Jan 18th, 2014. On Jan 17th, 2014 I called the customer service and I requested a cancellation on my ticket as my doctor advised against traveling due to health reasons. I was told by the representative that I will receive an email that will mention $500 cancellation fee and the balance will be refunded. Total payment was $1,103.25. On Jan 18th 9.24am, I accepted the the cancellation process through a link I received in email sent on Jan17th. I called customer support again to confirm that my refund was in process and cancellation was complete. I was told cancellation is through and my refund is in process which I will receive in next 4-6 weeks.

I followed up with the company after 2-3 weeks and I was told again refund process is in progress and it takes 4-6 weeks. Till date I have not received any refund. Today when I called to follow up on my refund I was told it was no show. And my only option is to reschedule the ticket to another time and I will have to pay fare difference and a fee to reschedule. I was also told that my ticket is non refundable due to no show. I questioned why is it no show since I cancelled the ticket ahead of time. I was told this is my only option. I asked why was I told that my refund is process. The supervisor asked me to give agent's name that I spoke with. I don't remember the agent name, so I asked them to check their records. The supervisor mentioned that he will not check his records until I give him the agent name.

Its completely unfair that I have been told multiple times that refund is in process and all of a sudden today I was told ticket is non refundable. The supervisor was rude to me and insisted on giving him the agent's name, otherwise he won't check his records. I want my refund and compensation of time spent on following up with them over muliple calls.Desired Settlement: Desired outcome is that company gives me the refund as I was promised in the beginning.

Business

Response:

Dear Revdex.com,

Please forward the below response to our customer.

Dear Customer,

Review: On January 16, 2014 I bought, an airplane ticket, for travel date of August 22, 2014 from on airfare.com originally re-directed from [redacted].com.

Around May 2014 I contacted airfare both by telephone and e-mail explaining I could no longer travel due to an unexpected leg injury, I also provided them with the pertaining medical documentation. At that moment I had requested for a refund of my ticket since I would not only be able to travel under any circumstance 3 months that follow my leg injury but would also have to endure months of physical therapy, which is still going on till this date.

After several months and countless e-mails, electronic forms, phone calls... On July 08, 2014 Airfare.com customer service team contacted me via e-mail stating the "good news" that they would be able to refund me only $500.00 USD of my air ticket of $1001.31 USD if I authorized them to charge my Credit Card once again for the amount of $150.00 USD. Since there was not much I could do, because their returns / exchange policy, I was left with no choice other than to agree.

It has been close to 12 weeks since they charge my credit card and I sill have not received the promised refund. I have called them several times and I either get put on hold for ridiculous amounts of time or hung up on. My last plead with them was yesterday September 30, 2014 when I wrote them an extensive e-mail asking to make good on what they owed me, otherwise I would be forced to contact the Revdex.com, [redacted], and any other consumer affairs agencies. But in return I got a phone call from one of airfare.com "customer service" agents which advice I would only get back $149.XX USD which is the according to them the taxes on the airplane ticket. I told the agent that this is simply NOT true, I obviously have a copy of the original charge with my itinerary clearly showing the taxes on that ticket are $544.31 USD.... I also asked why would you write to me on e-mail that you would be able to refund me $500.00 USD and not do it? I then follow with... why would I allow you to charge me $150.00 USD if I only knew I was getting back $149.XX USD in return? that doesn't make sense. the agent replied, well there is nothing I can do and that's that!

I am asking, that you please open an investigation... I can provide the e-mails between airfare.com and I, where they state they will refund me at least $500.00 USD as well as the medical documents stating I may not travel. or phone records showing the phone calls made to them.Desired Settlement: airfare.com should make good on the refund they advice they would give me on July 08, 2014 in the amount of $500.00 USD... I would also like to ask for a refund on the $150.00 USD my CC was charged for a "refund processing fee" since its been months, I been charged twice and this is taking a lot of time and aggravation. I am injured and have been more than accommodating to them.... I have obliged with their request, and have waited patiently.

Business

Response:

Date: October 20, 2014Dear Revdex.com,I have contacted him and the issue he has is that he was not able to travel due to leg injury and his ticket is 100% non-refundable. We have submitted all the medical documents to Airline to get a waiver to refund his ticket, but Airline refused to provide us the waiver and they said that he could get a refund of around $500.00 for the unused taxes on the ticket. We passed the same information to him he was happy that at least he is getting some money back. Later we received a notification from Airline that he is only eligible for $149.31 not for $500.00. This is where he got upset and said that since we informed him that he could get a refund of $500.00, and he is saying that we must honor that refund, no matter what. I have explained to him that Airline is the who has control over your ticket and we cannot give you the exact amount as they made a mistake not Airfare.com. We can refund the processing fee of $150.00 as well to his account, but he do not want that. If he would like to proceed with the refund of $149.31 for the unused taxes and also we will refund the $150.00 which was charged as processing fee. There is nothing we can do more than this. We do not calculate the taxes and fees as Airline does. If he has a case, he can contact the Airline directly. Thank you,AJ K[redacted]/Customer Care Supervisor

Review: To whom it may concern: On January 10, 2015, I purchased an airplane ticket from Airfare.com (through [redacted].com) for $700. After I did so, I realized I had made a mistake and needed to cancel the booking. When I was going to call Airfare, I noticed that I had received an e-mail from them that read: "Credit Card Verification required for Booking Number: [redacted]. Due to security reasons, there is one more step required in completing your reservation. Airfare.com needs to verify the credit card. In doing so, there is a security step that you need to complete. Airfare.com has placed a temporary charge of under $5 on your credit card that will be refunded immediately. To verify your card, please call your bank to find that amount. You need to complete this process otherwise your booking will be cancelled. Please click here to enter the verification amount." Nowhere in the email did it say that there was a possibility that the company could contact the credit card company to verify the information without the customer's intervention. Nowhere did it say that if I didn't call before 11:59 PM EST on the day of the booking, I could not receive a full refund later on. Because of said misleading email that I received on January 10th, I did nothing, expecting to receive a subsequent email saying that since I had not verified the security information required by Airfare.com, my booking had been cancelled. To my surprise, on January 13th I received an email confirming the booking. I called them to try to resolve the issue, but, refusing to understand the fact that I was mislead by the company's January 10th email, the customer service representative told me that I would be forced to pay a $400 cancellation fee. I did not pay anything and decided to think things through and talk to my father who had also purchased a ticket that same day. Like me, he received the same email requiring verification of security information. Unlike me, however, he did receive an email confirming that his booking had been cancelled. Nevertheless, noticing that his credit card statement still reflected the charge, he called Airfare and was told that he would be refunded 100% within a few business days (he later received written confirmation of this). Note that my father DID NOT cancel his booking before 11:59 PM EST on January 10th. With this information, I called Airfare a second time last Saturday. This time, I was not even offered the opportunity to cancel the booking by paying the $400 fee. The customer service representative simply told me that the difference between my father's situation and mine was that, in my case, Airfare was able to call my bank or credit card company (I used a [redacted] issued by [redacted], which is a domestic bank) and confirm the information. Whereas in my father's case (he used a [redacted] issued by [redacted], an international bank), they were unable to confirm the information. He also told me that the security information verification email is standard and everyone receives it. It is my understanding that Airfare has failed to comply with their express representations as written in the email at issue (transcribed above). The text clearly states that if the customer crosses his/her arms, the booking will be cancelled. It seems that the company's de facto procedure in these cases is different from the policy they communicate to the public. I believe this is a deceitful and unfair business practice - a way of ripping people of! In case you need it, my booking number is: [redacted]. My father's number was: [redacted]. Please let me know if you need me to send the emails to which I make reference. Thank you for your time!Desired Settlement: I would like to be fully refunded for the purchased ticket. I would also like the Revdex.com to intervene to make Airfare change the text of the policy it includes in the referenced email so that it adequately warns the public about the need to cancel by a certain time and the fact that Airfare might verify or confirm the security information without action on the customer's part. This has been a distasteful experience and I would like to spare others from going through the same ordeal.

Business

Response:

Dear Revdex.com,

Please forward the below response to our customer.

Thank you,

Dear Customer,

Review: Wholesale Travel to change my reservation code:

[redacted] To the new itinerary above. I understand the change fee is:

$350.00 / ticket

Plus a difference of fare of:

$300.00 / ticket

I already paid them $1256.53 plus ready to pay $350 change fee. On their website new fare is $1289.33, the difference must be $32.8 but they are charging $300.00.

They claim they are selling these tickets by highly discounted price: which is $1289.33 but you can find same day ticket from other airlines is around $1186 (orbitz.com).

They use different names: Airfare, etc.

People like me are suffering from this company please read review:

[redacted]Desired Settlement: They should stop looting consumers otherwise they must not be in business

Business

Response:

Dear Revdex.com,

Review: I booked 3 flights on January 26th on airfare.com. I received a confirmation number from them.

I found out on February 6 that our flights were canceled, but I NEVER received notification (I realized my credit card was never charged). We booked our flights with 10 people total through Airfare.com. One other person received the same information as me.

Both of us called the 24 hour "customer service" number at Airfare.com and BOTH of us received extremely rude, non helpful service. I had someone yelling in another language in the background while I was talking to the customer service agent. The agent told us both that the airline canceled our flights because of credit card issues. We called the airline to verify what happened, and they confirmed that the flights were in fact canceled by Airfare.com

I also called my credit card company to see if an attempt for any charges were made, and they were not.

I wrote an email explaining this and did not receive a response. I called back on 2/7 to talk to a manager. I received a run around. I explained that I called my credit card company and they said that there was never an attempt to charge it. Airfare.com said I was lying! I then insisted that we call them 3-way to confirm and he refused! The airline that we booked through said that Airfare.com most likely canceled our flight bc they saw the flights going up and now we would have to re-book and pay more.

As a side note, out of the 10 flights that were purchased 3 were charged an additional $75 for a "processing fee" that was not noted on the site when flights were purchased. Also no one will call back or email back to reverse these charges.Desired Settlement: Ultimately, we should have the tickets in hand because both my credit card company (never had any charges attempted) and the airlines said the flight was canceled by Airfare.com

I travel a lot and use several different booking sites and I have never come across such unprofessional, unhelpful service in my life. It's unfortunate that this company is taking advantage of people.

Business

Response:

Dear [redacted],

Subject: An apology:

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, the reason the flight was cancelled was due to credit card was not accepted by the Airline and we have sent an email notifying you the issue. 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/Airfare.com Team Member.

Review: my partner had purchased a ticket on my behalf through [redacted].com however my name on the ticket appears as '[redacted]' and my legal name is '[redacted]'

[redacted].com regards name changes as warranting a fee...however name corrections are subject to the approval of the airline as [redacted].com states in their policy and practices section of their website (In the case of misspellings, maiden name and married name on the tickets, we will contact the airline to see if they will allow a change under the circumstances. It is up to the airline to allow a name change (https://www.[redacted].com/[redacted])).

This is not a name change but a correction of a misspelling.

I have also called [redacted] myself and asked for a name change. they reported back to me that a name change is fine, they have no problem with it and would recommend it as I will be going through customs and immigration...alas [redacted] can not make the the change and I have to make it through [redacted].com

when I initially brought this up to [redacted].com they repeatedly called me telling me that I would need to pay them a 300 dollar rebooking fee. after telling them that I thought their policy was unreasonable they dropped the fee down to 150 dollars. the repeated unwarranted calling felt on the borderline of harassment and also made me thing that their business practices were fishy.Desired Settlement: I would simply like to have the misspelling of my name changed from '[redacted]' to '[redacted]' without having to pay the excess of 1-3 hundred dollars.

Business

Response:

Dear Customer,

Review: I made a reservation with Airfare.com to fly to from SFO to Singapore, on Singapore Airlines for August 16th. The trip has not yet occurred. I am unable to go on my original flight, and first attempted to get a refund. They will not provide me with a refund.

Then, I tried to reschedule my trip. They charge a $350 rescheduling charge. I called the Singapore Airlines. Their reschedule fee is $20. The $320 fee in excess of what the airline is charging is exorbitant and outrageous. On top of that, they are charging an additional fee for a "fare difference." I checked online, and the flight I am trying to take is less expensive than what I originally paid--there is no fare difference. I cannot afford to pay this and would like a full refund.Desired Settlement: Since Airfare.com charges an unfair and exorbitant change fee, and charges in excess of what the airline I am flying advertises, I am requesting a full refund on my flight which has not yet taken place. I have paid 1,388.56, and would like this entire amount returned.

Business

Response:

Dear Revdex.com,

Review: [redacted].com has drastically changed the flight schedule I booked through them from Philadelphia to New Zealand multiple times to create an unreasonable and unacceptable schedule. One change created a 12 hour layover when the flights I had booked had a layover of a few hours. Worse, two of the other times our flights were changed [redacted].com created an itineracy where I would land after my connecting flight had already taken off. I have spent hours on hold with customer service about these issues without true resolution. It is not a case of the flights not being available, it is a price change that [redacted].com is unwilling to pay. I was told I would have to pay more or file a complaint with the airline directly if I wanted resolution which I find unacceptable from a travel mediator such as [redacted].com.Desired Settlement: I just want the flights that I had originally purchased with reasonable and realistic travel times. I feel like as a customer this shouldn't even be something I have to ask for, but with [redacted].com it seems I do!

Business

Response:

Dear Revdex.com,

Review: Dear Sirs, I am writing to you to report a very bad experience I had with [redacted],com through [redacted].com that is going to affect me and my family in a very serious way. After having paid for 3 tickets ($3, 259) to go to Italy through [redacted] Airlines and having received the confirmations notice through email, the tickets have never been issued by the airline company as advertised in the [redacted] site. While I tried several time to know, by phone, how long it would have taken to have the tickets issued ([redacted].com corporates were assuring me the tickets would have been issued in 2 days), two days later the original date of payment, [redacted].com sent me a message laconically saying the reservation was declined by the airline company. I seriously believe this is a case of false advertisement and scam. Plus, I am a Visiting Professor in US, who needs for VISA purpose to go back to Italy (my country of origin) as soon as possible to renew my Work VISA for me and my family, and based on the days of the tickets, I already paid the consular fees for US embassy interview in Rome ($320) and taken agreement for my 10 days staying in Rome. Unfortunately, I cannot use the same fees if I decided to go somewhere else to have my ViSA renewed (e.g. Canada) and I need to pay +$320. At the moment, I cannot find any other affordable ticket of the same price, due also to the 2 days delay answer by [redacted].com and I risk to not solve the consular VISA issue. PLease, it is a very important matter since I risk to loose my job in US although backed up by [redacted] University. Thank you, [redacted]Desired Settlement: I would like [redacted] issued 3 bonus tickets, so to repay my moral damages and finally honor its advertisement. thank you

Business

Response:

Dear Revdex.com,

Please forward the below response to our customer.

Thank you,

Dear Customer,

Review: I, in error at the time of purchase, picked the WRONG return date on a round trip airline ticket by ONE day... which meant that we would have to return one day earlier than we wanted (7 July 2014, booked, should have been 8 July 2014, desired).

When attempting to change the date the exercise became convoluted . . . I now feel, from their response email and resulting webpage form processing, that I MUST make the change no-matter-what (and PAY MORE- $1,200) or LOSE the money that I have prepaid for the existing ticket/travel ($3,513).

As a 74yr world wide traveler, I am NOT 'unaware' wrt/dealing with airlines and airline agents...

* 1st international flight - Around the World - 1969

* Total 'Around the World' (100% air only) Trips - 5

* One 'Around the World' trip with a surface leg on a drillship across the Indian Ocean, Singapore to Mauritius... remainder by air

* Total OTHER international air excursions - More than 250 round trips (some with ADDED 'local' air travel following arrival)

* Countries LIVED IN outside of the USA (for at least a year) - Northern Ireland, Singapore, Scotland (10 years)

* Extended 'other country' air travel - Four trips to/around Bangladesh

* Parts of WORLD not visited - Australia, Greenland, Korea, New Zealand, Russia, South Pacific Islands

* Nature of work - Oilfield and Upper level education and Consulting (area of expertise 'Failure Analysis')

* Recent international travel (in the last six months) - Two trips to China, and one to CanadaDesired Settlement: I DO NOT WANT TO THEIR PROPOSED CHANGE AND CHARGES ! ! ! (Record Locator [redacted]), and I have decided just to do nothing with our existing travel plans... Just make the trip as it is currently ticketed (Record Locator [redacted])

Leave everything AS-IS, as it was before I contacted them.

Consumer

Response:

Good morning Sarah,What I simply want is for them 1. NOT TO MAKE ANY CHANGES AT ALL to the ORIGINAL (and PAID for in-full when origionally booked) ITINERARY . . . Simply ignore all that has transpired from that point until now2. Send me an email confirmation that EVERYTHING is back to square 1 . . just as stated above in 1.Thks, for yr help,**

Business

Response:

Dear Revdex.com,

Review: I booked a flight ticket through airfare.com but cancelled it the following day (11/6/2013). And I recieved the e-mail that the charge on my card might take 3 to 7 days to be reversed back on my card account. But the money has not refunded until now. After I found out that the money has been taken out from my card account, I kept contacting to the airfare.com demanding the refund but the money has not been refunded to my account. Although airfare.com sent me a receipt of refund, no actual money has been refunded.Desired Settlement: I want the refund of money to my account without any further delay with

Business

Response:

Dear Revdex.com,

We have issued full refund to his/her account already, It will take 14-20 days to see the refund in his/her account. We do apologize for the delay. Please see the screen-shot of the refund as attached.

Thank you,

Customer Care Supervisor

Airfare.com/WTC Team Member

Review: I booked tickets to fly to Morocco on July 6th, 2013. On August 2nd, the US Department of State advised against travel to North Africa as a result of security concerns and potential danger to US Citizens. When I informed Airfare.com of this development and asked for a refund, I was told it was not a security concern and they could not refund the flight. When I asked what my options were, they told me that it would cost me $550 on Sunday, August 4th. 42% of the ticket in change fees? Thats exorbitant and arbitrary to some degree!

The service at this company is disgusting! I was informed that it did not matter that the US State Department had closed embassies and consulates due to the threat and that there was a travel advisory in effect. Furthermore, they told me that they would be processing the $550 fee immediately but that it would take 4-6 weeks to refund my airfare of $1306.86 even though I used the same credit card for both transactions.Desired Settlement: Refund of ticket amount of $1306.86

Business

Response:

Dear **. [redacted],

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. I have

received your complaint in reference to your refund.

As per our record, you have send us the agreement on August 05, 2013 to get full

refund and we did informed you that it will take 4-6 weeks in order to see the

full refund in your account. It's been only two days and you start complaining

that why you did not get the refund yet. Please be advise

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. These rules and restrictions were given to you before you

booked and because you had a reservation with us you would have to agree to the

rules. The full refund has been processed yesterday from Airline side and you

should see the refund within 4-6 weeks time frame.

We did not receive any

notification from Airline in reference to US Department of State advised

against travel to North Africa as a result of security concerns and potential

danger to US Citizens. Airline will provide waiver for refund/exchanged if they

stopped flying to that country, otherwise a refund penalty must be paid upfront

in order to get full refund.

As part of Our Customer

Commitment, our goal is to create the highest level of customer satisfaction

within the Travel Agency industry. We very much appreciate your patience.

Thank you again for bringing

this matter to my attention.

Customer Care Supervisor

Airfare.com Team Member

Review: We were advised to call our booking company,who are suppose to be available 24/7.my son was held on the phone for 30 minutes with no reply.I tried on my [redacted] and after 10 minutes " the number is no longer available"

We were unable to get boarding passes on [redacted] in [redacted] Alberta to our home in Sacramento

We were forced to buy another flight for two to [redacted] on [redacted].I have been partially reimbursed for this flight.

Still in debt for a over nite stay in a hotel as distressed travelers.phone calls 2days extra parking,scanned.documents and e-mails to this business.Desired Settlement: They have the list of my expenditures.I wish to be reimbursed

Better customer service! Don't say your available 24/7 when your not!

Business

Response:

Dear Revdex.com,

Please forward the below response as we already replied to her via email and via regular mail.

Thank you,

AJ K[redacted]

Customer Care Supervisor

Date: September 11, 2014

Re: Complaint for booking number [redacted]

Dear Customer,

Thank you for contacting Airfare.com. Please accept my sincere apology for any inconvenience you experienced during your recent travel.

I have reviewed your reservation [redacted]. Our records indicate that you have already flown and the last 2 flights were refunded by Airline for both of you. This was not an Airfare.com error if both of you were refused to return home. If there was any issue on the tickets, you would not be able to travel at the first place. Please be advise that once the tickets are flown/used, we as Travel Agency cannot touch the booking.

Please send all your documents to [redacted] Airlines for any complaint or reimbursement. We do not have any control over this issue at all. Yesterday we have contacted the [redacted] Airlines and they said that a partial refund was processed on both tickets. Please contact [redacted] Airlines at ###-###-#### with the confirmation number of ([redacted]).

Again, I am very sorry for all of your inconvenience. There is no compensation due from Airfare.com. I am sorry for any disappointment my response may cause you.

Please let us know if we can be of further assistance. If I have failed to address all of your concerns, please contact me directly in a reply to this message.

We thank you for including Airfare.com in your travels and we hope to have the opportunity to serve you on a future Airfare.com booking.

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:

Regards,

[redacted] Air.Fare.com charged my [redacted] 120$ to make our reservations for a return flight. It is surreal to get off a plane

Review: I purchased a [redacted] air ticket from www.airfare.com for the amount of $1682.37 (travel dates July 3 - July 12, 2014). I needed to change my travel dates due to a work emergency. I contacted www.airfare.com multiple times to change the ticket. Every time I got through to a customer service agent over the phone, they directed me to the website to fill a change request form. I filled the change request form twice and followed up multiple times over email. Despite all these efforts www.airfare.com did not respond to my request and did not change my airline ticket in time. I contacted [redacted] and they told me that only the travel agent could change the ticket and they were unable to do anything.As a result of the unresponsiveness of www.airfare.com customer support I ended up losing the entire amount of my ticket. The customer service number for the company is really hard to get through. The few times that I was able to get through to an agent, they were not helpful at all and kept telling me to go to the website.Desired Settlement: I would like the travel agency to reimburse the ticket amount ($1682.37) fully as I tried multiple times to change the travel dates and lost my ticket entirely due to the callousness and extremely poor customer service of www.airfare.com.

Business

Response:

Dear Revdex.com,

Please forward the below response to our customer.

Thank you,

AJ K[redacted]/Customer Care Supervisor

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. I have received your complaint and Airfare.com understands that unexpected situations may come up to where your travel plans must be changed. We have forward your request to our Change Dept., and once we receive the reply from Airline to see what can be done and we will notify you.

We very much appreciate your understanding.

Thank you again for bringing this matter to our attention.

Thank you,AJ K[redacted]Customer Care Supervisor

Airfare.com Team.