Wholesale Travel Center, Inc

Review: airfare.com will not refund my money for travel tickets, I am cancelling one month in advance. They simply state their blanket statement saying they will no absolutely nothing. They will not contact [redacted] airlines or [redacted] airlines even though [redacted] website does not say ANYWHERE they have a policy of not refunding tickets. airfare.com is doing nothing to mitigate my loss. They will not work with me at all. I called and was put on hold an hour. Email messages are returned days later. They will not give me any help. I asked for a manager and they have no responseDesired Settlement: cancel my tickets and give me a refund. ticket # [redacted]

Business

Response:

Dear **. [redacted],

Review: My account/issue history is as follows:

-I purchased a flight through airfare.com in November and was informed that I needed to change the return date due to work obligations.

-I was informed by airfare.com customer service agents that the change in fare to rebook would be higher than if I cancelled my flight and rebooked. I was emailed by an airfare.com agent (please see first attached email) that I could cancel my flight for a $500 fee and receive a refund for my ticket.

-My employer (a consulting firm) agreed to reimburse the cancellation fee, so I went ahead with cancelling the ticket and rebooking my flight with another company.

-I was then informed by one of an airfare.com agent/manager on 12/10 that [redacted] will not refund the ticket and that I would be refunded my cancel fee and have my payment held as credit for a year (on same route and airline). Please see attached second email for this message.

I have been in contact with customer service agents and managers since 12/10, including emailing the CEO [redacted]. I am not planning to fly on the same route in the next year so the credit does not help me. I would not have cancelled my flight if I was informed the ticket was non-refundable. In fact, I was informed that it was refundable. I have been told by airfare.com managers ([redacted] and ** were the managers) that even though this is not my fault, I have no recourse but to accept that I cannot get a refund and they have refused to escalate the issue any further. My company meanwhile, will not reimburse me for the entire flight. I am left now having paid for two flights and no options on the airfare.com end. Because of a mistake that one of airfare.com's agents made in advising me my ticket could be refunded, I am now out of $1300 potentially. I understand that the airline will not reimburse the ticket, but I would really like to see a refund from airfare.com because I was misled and would not be in my predicament if not for the information I received from airfare.com. I escalated to [redacted] to see if I can escalate further up the management team from the original two managers I spoke two, however he didn't respond for a month after he said he would look into it and only after multiple follow up emails to him, he referred me right back to the original manager(s) who did not have any authority to refund me.

I'd really appreciate your time and help with this.

I can be contacted through this email or on my mobile ###-###-####. Thanks!Desired Settlement: I would like a refund of my $1329 ticket. I do not need the credit that is currently held with [redacted] because I am not planning on returning to Budapest in the near future.

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.

As

per our record your ticket is non-refundable. The only option you have is to

use the value for future and the trip must be completed before 11/01/2014.

Thank

you,

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: this is the same answer I've received every time I've asked for help before. I do not need a credit on my account because I will not fly to Budapest again this year. Airfare.com made the mistake of believing the ticket is refundable and advised me to cancel the ticket. Because they made this mistake, I am out ~$1300. They continue to not accept blame and reinforce that the ticket is non-refundable, something that I'm aware of now, but does not change the fact that they caused the situation. I just need them to compensate me for the mistake they made. Is there anything that the Revdex.com can do to help? Thanks!

Regards,

Business

Response:

Dear Revdex.com,

Please forward the below response to our customer.

Dear Customer,

I apologize about the experience you have had with our company or

customer services Department. As per our record, you have agreed to

this rule when you made the purchase online:

Once your reservation has been purchased, these tickets are NON-REFUNDABLE

/ NON-RE-ROUTABLE. Under absolutely no circumstances will the airline

refund these highly discounted airline tickets. The ticket(s) you are

purchasing are completely NON-CHANGEABLE after the first travel date has

passed. The only option you have is to use the value for future and the

trip must be completed before 11/01/2014.

Thank you,

Customer Care Supervisor

Airfare.com Team Member

Review: I'm writing to see if Revdex.com can help consumers become aware of Airfare.com bait and switch antics. August 25th right after midnight, I went to [redacted] to search for airfare for 3 people from Los Angeles to Sydney, Australia. The price came up approx $1436 roundtrip per person. After clicking on the book fare, it automatically connect the customer to Airfare.com. Below is the outline of the steps after booking the flight.

August 25th everything went through successful with Airfare.com for a total of $4393.68. Itinerary sent with a confirmation number.

August 25th email sent by Airfare.com stating 3 travelers and total price of $4393.68.

August 25th email was sent by Airfare asking for confirmation I'm the cardholder and aware of the charges. I responded with Yes in a timely manner. It stated to respond only by email.

August 26th email sent with Ticket/ETKT numbers for 3 passengers.

August 26th email was sent by Airfare stating my tickets are electronic.

August 26th email sent by Airfare stating my tickets has been issued.

August 27th email sent by Airfare stated my reservation was completed successfully but a problem a problem with my payment. I clicked on the link to verify my information. No where to verify information. The page read, Your payment went through.

August 27th email sent by Airfare stated unable to confirm your reservation at this moment.

August 27th email sent by Airfare stating my reservation has been Cancelled due to the flight you selected does not exist anymore, please rebook it.

August 27th, I spoke with Airfare and the representative stated flight does not exist and nothing can be done.

August 27th, I spoke with [redacted] Airline and representative informed me the flights still exist and Airfare cancelled my reservations.

August 27th, I spoke with [redacted] and representative informed me airline transaction was approved.

August 27th, email sent by Airfare again stating my reservation was Cancelled. It stated, "If you didn't request to cancel this ticket, please call us back immediately."

August 27th, I called Airfare back and didn't receiver proper customer service and denied airfare again.

In between all the stress and heartache dealing with Airfare.com, [redacted] stated I will not be refunded for my seats purchase because [redacted] didn't cancel the reservation. So now [redacted] is fighting on my behalf to get a refund of $150 for my seats purchase.

A friend suggested I google Airfare.com to see if they had complaints. Low and behold I discovered 190 complaints which were very disturbing. Airfare responses to the consumer complaints are out right lies.

Bottom line, Airfare posted the roundtrip fare for $1,436 per person to bait consumers. After cancelling consumers reservations, Airfare.com is hoping and praying the consumer panic and purchase a higher ticket. So, this is why I'm writing to see how Revdex.com can help consumers become aware of Airfare.com bait and switch.Desired Settlement: Honor the price on [redacted] airline for $1436 rt per person with travel dates December 18, 2013 to January 8, 2014.

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 Airfare.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: Airfare.com baited and switched on me for no logical reason. Airfare has scammed multiple consumers over the years according to online complaints. A class action suit need to be filed against Airfare. Also, Airfare should be closed down for good. Airfare should not be allowed to operate under other names and continue the abuse of consumers.

If an attorney took on my complaint, it will find Airfare at fault without a doubt. Airfare company and employees are liars and scammers.

Revdex.com, thanks for investigating my complaint.

Regards,

Business

Response:

Dear Customer,

Review: I made a call to airfare.com on Jul 9th at 5:18pm CST and the call duration was 1 minute and 36 seconds. During that call, I asked if airfare.com had the same policy I get from airlines of 24hrs from time of purchase in ordert to cancel without fees. I was assured they do and the agent confirmed that airfare.com that I have 24 hours to cancel my ticket without any penalties. Based on what they told me on the phone I went ahead and made the purchase at 5:25pm CST that same day. I then called at 3:45am CST on July 10 (later that night, early morning next day - still within 24 hours) in order to cancel my ticket. I was told it will not be cancelled unless I pay a cancellation fee because it is no longer the same day. This was not what the agent told me when I called before purchasing. Airfare.com said that when I clicked agree to the ticket, the fine print says the ticket is non refundable after the midnight the same day. I was misinformed on the phone by their agent. As I would not agree to paying a cancellation fee to my ticket, airfare.com said they would not cancel the ticket unless I pay $350 and send in a written form completed with the cancellation request. I did not agree and did not send in anything. That should mean that my original ticket is still there. Unfortunately that is not the case. Airfare.com is now telling me I have no ticket, that they will not give me my original ticket nor will they refund my full payment.Desired Settlement: I either want a full refund of the $1,497.81 paid on my credit card or the original ticket purchased.

Business

Response:

Dear Revdex.com,

Review: Hello one mounth ago I buyet a ticket from this compa** ,the confirmation number of my tivket is [redacted] DEPARTURE SUN,JUN 8 from [redacted] 8Hr30m of flying and [redacted]-ODS 2Hr00m of flying I should go with 2 old people cause they dont know the language and thats why they asked me to fly with them,and I taked this thicket in Ukraine but my destination was Republic of Moldova.Somebody should come from Moldova and take us from aeroport and to take us from Ukraine to Moldova with the car.Two weeks before the flyit,they call me ad they change the second part of the thicket from [redacted] directly to [redacted],Moldova cause in Ukraine its war now,and its very dangerous a lot of people die,and there is policy that u can change the thickets to Ukraine cause u put your life in danger,and specially that from Odessa somebody have to come after us and they cant come cause they are afraid to come,and u cant go cause its very dangerous too.So I call the compa** one week before JUN 2,Monday and I explain for them my situation,they was very rude,I said I want to change the thicket special for the flyight from [redacted]-KIV JUN9,AT 12:35 because I wanted to fly with this old people together,and before calling them I call the [redacted] AIRLANES IN ** from [redacted] and they said that there is still a lot of tickets to this flyit,The company said that they will try with a not very nice voice,and I said if its not possible I want to retur the thicket,I said this from the beggining.and they didnt call me back only untill thursday Jun 5,and they told me its impossible to change the thicket,and I said to them please then return my money so I can buy another thicket directlly to Moldova,and they didnt call me back again till I call them saturday one day before the flyit and thay said to give them more money 650$ and they will return me all my money,I said I cant give u anymore money like this I payed the thicket 1050$ this money I am doing in 3weeks and I have to work very hard for this money,I said for them to take 450$ from my thicket cost and I will get at list the rest they said no,but im sorry I didnt have 450 $to pay more for them and if they dont return my money cause they didnt seame for me a very serious company.This is a lot of money for me!So I lost 1050 $ for this thicket and really this a lot of money I want to buy now another thicket to go home and I dont have money,and speccially I wanted to go home on june 9 because on the same day my mum was coming from Italy I wanted to see her very much,now I left without money,and I will not see my mum,but if I fly in Ukraine maybe I was death now they dont even care about this I am very dissapointed about this company,and I want them at list to return me the half of my price for the thicket for the incovenience that I had,and how I suffered I one week about what they did its a total indifence about the people!Desired Settlement: 523,05$

Business

Response:

Dear Revdex.com,

Please forward the below response to our customer.

Thank you,

Dear Customer,

Review: I can be contacted on +[redacted] or by email

Reservation Details:

confirmation number is: [redacted]

Traveller: [redacted]

Dear sir,

I am hereby writing to you to express my concern regarding the company airfare.com. I have attempted to email the owner of the company with no luck.

I booked a ticket from SFO to SYD on the 9/27/13. The e-ticket was issued seconds later and I got a confirmation email. On the 9/27/13 and 29/7/13 I got an email explaining that I needed to check payment details as there had been issues with the card on file. The card details were indeed correct and having heard nothing from them I thus assumed that the issue was addressed.

To much dismay, on the 11/1/13 received an email that my reservation had been cancelled. I promptly contacted customer support and received the following message: “If you can’t afford plane tickets there is nothing we can do”. I was told to send proof that I had enough money, by a very rude lady. To say the least I was left completely shocked. The lady to whom I was speaking told me that customer support had tried to call me on several occasions, this however was NOT true.

I attempted to contact customer service many times after this with similar outcomes and some of the representatives even hung up on me.

I then proceeded to contact my card company ([redacted]). They told me that no attempt had been made to bill my card. As this is an “[redacted] platinum card” they kindly asked me to contact airfare.com and get some documentation regarding the transaction so they could look into reimbursing me for the price increase of repurchase of the same ticket.

All I need is thus proof that the specific card was used to book the flight, despite the fact that the transaction did not go through.

I contacted customer support once more and it seemed the representatives where more interested in arguing that there had been no transaction on the card rather then helping me. After making approx 10 attempts I spoke to a gentleman that told me he would provide me the info I needed and told me to write him an email. I sent him an email and heard nothing from him.

No attempt was made to call me at any time for me to provide another card.

A quick google search provides many disturbing customer complaints experiences with this company. One can also see similar occurencas from looking into their statuses at social media channels.

As a company owner myself I find that customer service and satisfaction is of great importance, not only for growing a business but also doing business in a constructive and professional manner.

Very much looking forward to hearing from you.

Kind regards,

I can be contacted on +[redacted] or by emailDesired Settlement: I can be contacted on +[redacted] or by email

a. Providing me with new tickets for the same price as initially booked.

b. Provide me with proof of the credit card used for the booking so I can give this to my bank.

I can be contacted on +[redacted] or by email

Business

Response:

Dear Revdex.com,

We did replied to him, please see the below proof.

Dear Dr. [redacted] MD,

Regarding Booking Number: [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. As per my investigation the reason your credit

card was declined was due to postal code was less digit. In USA, the postal code

is only 5 digit and the one you provide is 4 digit.

Please see below the response from your

bank:

Booking

System 27Sep 11:54AM] DE Request:

[redacted]/USD2.32/AS[redacted]

DE

Response: CC-POST CODE NOT VALID

Review: This complaint is regarding the change & cancellation fees which are NOT communicated clearly on the flight results page or even during the booking process. They are buried deep in the legal mumbo jumbo under the rules & regulations. Obviously if they were communicated upfront, no customer would ever buy from airfare.com - this constitutes misrepresentation and fraud. Their hidden fees have added up to a total of nearly $800 in my case when I wanted to change the return date on my flight booking. Buying a new ticket costs me $1100!

I bought Round trip ticket from [redacted],CA to [redacted], India on June 7 2014 for [redacted] Airlines

Passenger last name: [redacted] Price: $1252

I now need to extend my stay for a week; I want to return on 19 Oct instead. I submitted a change request and received a proposal for the itinerary which asks me for $772 in additional charges

--$350 in change fee (claimed to be charged by airline) + $422 in fare difference (claimed to be increase in fares by airline)

--or $660 to cancel the ticket entirely and (maybe) receive refund in 6-8 weeks

Here are factual discrepancies I am finding with the information being given to me:

--When I checked with the airline ([redacted]), $100 is their change fee and not $350. So I learnt that the additional $250 is being charged by Airfare.com

--There is actually a further reduction in fares by [redacted] so the ticket now costs $1185 on the [redacted] website as opposed to the $1252 I paid. I learnt that Airfare.com is just adding fictional fare difference fees of $422

--In looking at these dates on airfare.com website, I see that the same ticket shows for $1319 which tells me that Airfare,com is not even price competitive. However This increase of $70 in fares still doesn't explain the $422 in fare difference being asked

--[redacted] charges $100 to cancel the tickets but you guys are charging $660.

How can Airfare.com be charging customers such ludicrous fees!!?

$100 by Airline versus $800 by Airfare.com.

I spent an hour speaking to either unhelpful, incoherent or rude customer service agents on Jul 7 2014 and none of them can explain these non nonsensical fees to me.Desired Settlement: I would like to cancel my flight booking with them and get back the original amount charged on my credit card so that I don't need to deal with this company ever again.

Business

Response:

Dear Revdex.com,

Please forward the below response to our customer as he decided not to proceed with the change at this moment. This case has been closed.

Hi AJ

Review: I went on to [redacted] to investigate flights from SFO to LHR because I wanted to surprise my wife and ten month old daughter in Croatia for my wife's birthday (eventually would fly [redacted] to Croatia). As I discovered later [redacted] sent me to a third-party website called www.airfare.com. I have used [redacted] before and never encountered this kind of issue; I thought I was purchasing a flight from the [redacted] website and not airfare.com. I feel as if [redacted] was using a similar practice to native advertising where the redirection to the third party website was unclear and ambiguous; essentially [redacted] by utilising this poor practice had sent me to a company that has had what seems like a seemingly endless amount of negative reviews and complaints. Immediately after booking my flight I realised that I had made a mistake and I knew that I needed a refund. The price for the flight was $824.62 USD by a company called [redacted] who I notified. I also notified British Airways who has a 24 hour cancellation policy and they told me that they would not be able to do anything because the "travel agent" www.airfare.com had done the booking. I tried calling www.airfare.com on their 24/365 customer service line and could not get a hold of anyone. I tried again in the morning and finally was able to get ahold of someone who barely spoke English. Not only was this person rude, they intimidated me and threatened to take $450 for a one time cancellation fee that I did not authorise. I had called twice in total, the first time they sent me the wrong form for a change fee and the second time they sent me the cancellation form which clearly states $350 though I'm apparently being charged $450. This is by far the worst customer service I have ever dealt with; their policies are ambiguous and unclear and they are extremely rude, forceful, and difficult to work with. Lastly, I checked my account this morning and there was some random fee of $100 that I did not authorise from ACR Travel, on top of the 824.62USD taken out of my account. I'm sure the unethical and amoral $450 will be withdrawn on top of all of that.

I encourage you to read all of these:

This is by far the worst experience I have ever had with any company or customer service group. How are they still in business?Desired Settlement: I'd like my money to be refunded in full. They have devastated my finances just as I was starting to get back on my feet. I'd like everyone's stories to be heard.

Business

Response:

Dear Revdex.com,

Review: There was a change in schedule of an airline and I have received the email notification from airfare.com and I have responded stating that I do not accept the change of schedule and requested a full refund. According to the airline, they would issue me a full refund, but it would need to come from airfare.com because I booked my flight through them. However, they would ignore my email that I do not accept the change and refuse to forward that email to the airline company. Now, I had to file a dispute through my credit card company. I wanted to let you know that airfare.com is a horrible agent and I would recommend to stop working with them, so your brand does not get negative recognition.

Thank you,

[redacted]Desired Settlement: I would like that company to do what's right and forward my refund request to the airline company so I can receive a full refund.

Business

Response:

Dear Revdex.com Please forward the below response to our customer. Dear Customer,Once again, there is no any changes to your booking as per Airline. You may contact the Airline if they informed you that there is a changes on your booking then advise the Airline to document the record. Please ignore the email you received from Airfare.com regarding the changes as we have confirmed with Airline that there is no changes at all. If you need refund you must send us a request to our change Dept and they will follow the normal rules on your ticket to see if your ticket is refundable or not. This is to confirm that your booking is confirmed with same flight time and dates. Thank you,[redacted]

Review: I booked flights on [redacted]'s website. Although the booking was never completed by the company (I'm writing this 4 days after the attempted reservation was made) and I received no confirmation of the booking. I have contacted the airlines involved (which have verified that reservations were not made) -- and yet my credit card has been "frozen" by the company. My bank will not allow me to cancel the card nor stop any future charges until the hold is released. Out of necessity I have made alternate arrangements so that I might complete my travel obligations. I have called the company on two separate occasions - both of which resulted in being placed on hold for over an hour. I gave up.

I would like the hold on my credit card to be released immediately.Desired Settlement: I would like the hold on my credit card to be released immediately.

Business

Response:

Dear Revdex.com,

Review: On 4/3/14, I had to delay my flight that I ordered through [redacted] I have been in communication with them from this day forward. I put in a change request on 4/3/14 and was given a proposal on 4/4/14. I called again on 4/5 to put in a new change order that would allow me to fly into a different city. Usually, re-routing a flight is something that the airline companies do not agree with, but [redacted].com told me they would ask. 4/4/14 was a Friday. I have called this company many times since (today is 4/6/14) and have not received any straight answers. I've been told I would receive a proposal from [redacted].com anywhere from 24 to 48 hours, a few hours, 2 to 3 hours. I am very much in need of getting to my destination as quickly as possible. However, any discussions I have with [redacted].com have been unfruitful and untruthful.

Today (4/6), I called and asked for a manager. In fact, the the person I talked to on the phone literally told me that I would have a proposal 'within a few hours.' When I got the supervisor on the phone, he explained to me that on Sundays there is no way to get a hold of the airline. Therefore, the worker that talked to me before the supervisor was mis-informed how tickets are purchased, lied to me, or something else. These conversations are unproductive and I expect better.

Basically, I could have made a decision on when to fly back on Friday (4/4), but instead waited under the false impression that a proposal from [redacted].com would be coming. Now I am told that I was calling and waiting this entire weekend when there was no way for me to get a proposal.

I have been lied to and led on. I have had my flight changes delayed beyond reasonable expectations. My final phone call was an attempt to finalize plans to my destination and receive compensation for the lying causing it. I was eventually hung up on.

I have yet to have my problems solved.

I have a friend that was expecting to meet up with me at my final destination and she is now there alone. All I want to do is find the best method of getting to my destination.Desired Settlement: I expect a reduced fee for changing my flight and a quick flight change. I expect to receive a call Monday to help me resolve this situation.

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 [redacted].com understands that unexpected situations may come up to where your travel plans must be changed. 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 the change request has been completed and the new ticket number has been sent to you already. Please let me know if you have any other concern.

Thank you,

Customer Care Supervisor

Review: Good morning,

I recently had a horrible experience with not only the travel agency service but also the customer support for airfare.com (Wholesale TravelCenter). Booking reference [redacted] made Dec 21(Travel was for Dec 29-30). I had booked a flight for another person on my credit card. The booking went from Phoenix through Toronto and Frankfurt and arrived finally in Tunis. At check in for [redacted], the airline informed us that the traveler needed a transit, just to have a connection in Canada. It is obvious to me that to check for visa requirements in the country of destination is the travelers responsibility, however, checking for a transit visa to be in an international terminal for a couple hours is an obscure restriction that a "travel agency" or even the airline should make special mention to point out when traveling through countries that require this. Because no mention of transit visa was made, the arangements for travel were not made correctly and the traveler was not permitted to board the flight. The booking cost $791.02 and was wasted because 5 minutes werent taken to send an email about canadas transit visa requirements. At check in, [redacted] advised to call the travel agency and see if they would be able to reroute the traveler to not go through Canada at a later date. I assumed that would be reasonable to do so I called and spoke to customer support. Customer refused to assist unless I paid a $550 cancellation fee and even then would not rerought the traveler. I asked for a supervisor and was told to call back at 9am. I called [redacted] and explained the situation and that I want to dispute the charges. At 9am I called and insisted that I am not willing to pay a cancellation fee and would prefer that the price stayed the same for a new booking that had no connections in Canada. If they were willing to do that, I would be willing to remove the dispute and remain a satisfied customer. The "supervisor" was very rude and would not budge on my proposal, he insisted that I pay $550 to create a new booking and that I would be charged additionally for any new booking. I feel cheated by this travel agency because they were not acting as an agent for travel. They provided minimal service and aweful support. I will never be a customer of them again and will continue my dispute of the $791.02 charge. Thank you for your time. Respectfully, [redacted]Desired Settlement: I would like a new one way booking, from Phoenix to Tunis at no additional cost, or a refund of the charges. I would suggest at least a refund of the taxes and fees portion which amounted to $323.02 because the agency did not provide any service at all, but [redacted] which wouldve collected the flight cost(I assume) of $468.00, should be more aware than anyone that Canada requires transit visas.

Business

Response:

Dear Revdex.com,

Please forward the below response

to our client to send us the cancellation request to get full refund.

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

investigated your case and I was able to find a solution. However,

we have received a phone call on the departure date (12/29/13) as she was

unable to travel due to TRANSIT VISA. Please be advise that we already stated in

our Terms and Conditions: All

passengers are fully responsible for all required travel documents please

contact your embassy and receive the correct information. Airfare.com highly advises all travelers with

international connections to still check with TSA to see if they need a "transit visa" for their

connecting Airports. Airfare.com is not responsible if you are denied boarding

because of this unchecked information. Please check with www.tsa.gov for

further details on transit visa.

However,

in order to refund your full ticket amount of $791.02, you must pay a fee of

$450.00 minimum. Once we get that agreement, then we will issue full refund to

your account. The fee of $450.00 will apply upfront. The time frame will be

between 3-4 weeks.

I am terribly sorry for the

situation you were forced to endure; we hope that we will be able to put this

issue behind us and are eager to forge a lasting business relationship with

you. Please let me know if I can be of further assistance. If I have failed to

address all of your concerns, please contact me directly by sending me an email

at [email protected]

We thank you for including

Airfare.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

within the Travel Agency industry.

Thank you,

Customer Care Supervisor

Airfare.com Team.

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:This response in no way addresses the aweful customer service who gave offered only the cancellation fee. They had no flight options, no new bookings, nothing, they only demanded a cancellation fee of $550. Keeping In mind this was for the new years holidays which were ruined. I understand that the terms and conditions say to check your visa, but common travel sense dictates that be checked for final destinations. I made 2 calls to your customer service reps during this period which both left me feeling like airfare.com had stolen my money. I am afraid that since I had to make a new booking with another travel agency, we may never have a business relationship again. All I wanted was a new booking, even if the cost was more, I wouldve paid the difference. Since your customer service was relentlesely unsympathetic, I went with another provider, who, every step, offered solutions rather than stonewalls. I truley hope not all your customers were treated that way. Sincirely, [redacted]

Regards,

Business

Response:

Dear Revdex.com,

Please forward the below email to our customer.

Dear [redacted],

We do apologize for the poor customer services you have received

from our Customer Care Support. The reason we did not give you the option to

exchange the ticket was due to fare was very high as it was last minute

reservation and if we offered the new fare, you would immediately rejected and

the new ticket would cost you more than $2,000.00 including the $350.00 change

fee, difference in fare and plus any difference in taxes.

The original price was $791.02 and if we did the exchange at

the time of departure on 12/29/13, it would cost you this much $2,791.02. I am sure you would not accept that and you

would accept our refund option. I have lowered the fee from $550.00 to $450.00

and if you want, we can exchange the ticket for the later dates and you must

pay the change fee of $350.00 plus any fare and taxes at the time of re-issuing

the ticket or to get refund by paying the fee.

Thank you,

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:

I expressed to the representative that the new booking did not need to be immidiate, just similar in price. And as I said before, I have already purchased a new booking from another agency.

Regards,

Review: I requested that my flight be changed to June 29 and received an email informing me that my flight was changed to June 25. I proceeded to call the number on the email only to be yelled at like an animal because there were no dates on the 29. I tried to say that I was fine with a day before or after that, but the guy I spoke to was too busy yelling at me to listen to my concern. When I said that I paid 350 dollars to have my flight changed to the 29 and would like a date at least close to that he said that he "didn't care" what I wanted, and that if I wanted a flight for the 29th of June I would need to pay 800 dollars so that I can sit in business class because there were no more economy seats. At the time of the phone call I was on the [redacted] site and could see that there were in fact economy seats left, but I said that I would be fine with a flight on a day close to that, to which he responded that he refused to help me and that I should fill out the online form again. This was by far the worse customer service I have ever experienced. I spent two hours on an international call bing yelled at for a mistake that was made on the part of the company.Desired Settlement: I would like my flight changed to one of the dates that I requested 2 months ago as well as an apology for the atrocious behavior of the men that I spoke to.

Business

Response:

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

Review: I was charged 75$ three times and when I keep calling back to speak to a manager they never have anyone avalable to help me with this issue or they put me on hold for 20 min then it hangs up on me.... and they wont anwser any qustions that I ask and we had jus booked a flight from them for $3088.00 and the have no dis regaurd for us...and both the emails ive been told to email keep getting kicked back and that is who I sent pictures of my statment to showing the miss charge.Desired Settlement: for some one to contact me and us to get a refund

Business

Response:

Dear Revdex.com,

Please forward the below explanation to our customer.

Please be advised that [redacted] has purchased 4 tickets on [redacted] Air for the following passengers [redacted] (i), to travel from [redacted], California, USA to [redacted], Ecuador. The total price for these booking, including all taxes and fees were $3088.48.

The tickets were issued as an electronic tickets as per the request of the card holder. There can be no mistake from our side as it is impossible for airfare.com to interfere with the booking process when the card holder placed there order online. The website gives the customer several chances to review the entire booking before the card holder makes the payment.

The

card holder also successfully responded to our security and verification

measures. We were able to successfully

verify the card with the card holder’s information based on the order that was

placed on our website. We have no reason

to believe the purchase was made by anyone other than the card holder. Also, during this process, the card holder

agreed to our rules and restrictions; if the card holder had not the purchase

would not have gone through. The rules

and restrictions clearly state that after bookings have been placed online,

that under any circumstances that this ticket is completely

non-refundable.

At the

end of the booking process the passengers were notified that their credit card

may show one or more charges for the total amount of $3088.48. This is a breakdown of how they were charged

Price for the ticket was $884.41 for Adult x 3 =$2653.23

$209.26 for Infant

Plus +

Total taxes and fees $75.33 x 3 = $225.99

Total fare offered to card holder $3088.48

This is

exactly what was offered to the purchaser, nothing extra was charged and the

purchase had to adhere to the rules and regulations in order to make the

purchase. Thank you for your time and if

you have any further questions or require any more information please do not

hesitate to contact me.

Customer Care Supervisor

Review: I booked 2 tickets to Manchester, England for my father's funeral through WTC, booking reference [redacted], leaving 1/9/13 and returning 1/14/13. I received my record locator number for my flight on [redacted] and went into the system and chose seats. The evening before my flight, I went to the [redacted] site to check in and found I had no seats. When I went to choose seats again, the only available ones were at the back of the plane in front of the toilets. I called WTC to find out why they canceled my seats and the agent swore they did not. When I checked in at the airport, the [redacted] agent told me that WTC had canceled my original reservation and then rebooked it two days later and that is why I lost my seats. WTC did not inform me that they canceled and rebooked my flights. The only reason for doing such a thing must have been to resell my booking for a higher price while buying a replacement at a similar or lower price. I was already distressed because my father had died and I was having to fly 8 hours for the funeral, but finding out I had no seats and then getting terrible ones made the situation even worse.Desired Settlement: I would like to receive $500 back for the distress and the frustration caused by this underhanded and improper action by WTC.

Business

Response:

Dear [redacted],

I am sincerely sorry for your loss. 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 ticket number [redacted] & [redacted]. Our records indicate the tickets were completely used as scheduled as per your request.

You have booked the tickets online around 6:56 pm on January 04, 2013, and the tickets were issued immediately for the total amount of $2,301.08 by you. There can be no mistake from our side as it is impossible for us to interfere between the purchaser and our booking system while the order is being placed online.

In regards to your situation there was a system error that’s

why the original tickets numbers were cancelled, but that does not mean that

your reservation was cancelled. You had the same reservation ([redacted]). Only the

ticket numbers were changed. Even though that original ticket numbers were

changed it does not mean that “We (Airfare.com/WTC) cancelled your seats. Your reservation was confirmed!

We have no way to interfere with the seats map. The seating

map is under Airline control not under Airfare.com /WTC. Please try to

understand that we as Airfare.com/WTC never ever cancel anything without

customer’s agreement.

You had the same reservation with same confirmation, that

proofs if we had to cancel your original reservation and give you a new one you

should also received a New Confirmation, but this did not happened. The error was from Airline side as they have

control over the seating. Please be advise that we never do such a thing to

sell someone’s tickets to different person.

Your

patronage is important to us, and we hope that you’ll continue to give us

opportunities to serve you in the future.

Thank

you again for bringing this matter to our attention.

Customer

Care Supervisor

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 understanding.

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:

Airfare.com acknowledges that they canceled our reservations but takes no responsibility for the fact that in canceling our reservations, they did not inform us and we lost our seats, making a terrible situation even worse. They take no responsibility for their actions.

Regards,

Business

Response:

Dear [redacted],

Review: For almost two weeks I have been trying to have my last-name changed on my airline ticket, a name change due to marriage. I have provided the proper identification

(the requested passport and marriage license), and I paid the requested $195.00. My credit card was charged immediately. Upon paying this outrageous sum of money, I was told by the representative at Airfare.com that I would have my new ticket re-issued by the morning of June 10. I did not received the ticket on June 10, 11, 12, 13, 14, or 15. I called every single day (June 10-15) and each day I was told that I would have the ticket re-issued the next day, and nothing happened. I have spoken with a number of representatives and managers at Airfare.com whom go by the names of: [redacted], among many others, all of which have told me inaccuracies and untruths including return phone calls and false deadlines.

Airfare.com has taken my $195.00 and has failed to deliver the product: a re-issued airline ticket, and has lied many, many, many times during the process. Stealing money is not only unethical, but it is considered theft. Airfare.com consistently blames the airline which I am flying, but after I have called [redacted] Airlines, I come to find out that Airfare.com never sent in the required documentation in order for my flight to be changed.

I need my name changed on my airline ticket, and this needs to be done promptly. Each time I called, I was told the ticket would be re-issued the next day, and it never was.Desired Settlement: Airfare.com has taken my $195.00 and has failed to deliver the product: a re-issed airline ticket as confirmed, and this company has lied over and over and over again in the process. I need a ticket re-issued for my flight in my current name.

Business

Response:

Dear Revdex.com,

Review: My Fiance recently purchased tickets for our honeymoon on [redacted].com. After using [redacted].com for numerous years, we both figured the site would be a good idea in purchasing tickets for our honeymoon in Greece (bad judgement call on our part). [redacted].com currently uses multiple third party sites to get reduced ticket prices but advertises the prices as if you were buying from the airlines. My fiance went through the process and was routed to airfare.com to purchase the tickets from their site (he purchased from his mobile while on a work trip) so he wrote in our names quickly and didn't realize he wrote [redacted] instead of [redacted] on my flight ticket. I found the error and told him to call the airline. He called the airline and they said we needed to contact airfare.com to fix the name because they held the reservation.

After numerous attempts to call airfare.com over 5-7 times and three failed emails, he finally got through to a representative. The representative told him to change the ticket, we would have to cancel our reservation and rebook for an additional $350 plus $400 for change in airfare cost. We looked up the fare online ourselves and the prices of tickets were the same price as we paid if not lower. They want us to pay for another ticket just because my full name wasn't correct on the ticket. That seems insanely outrageous. We could easily chance it going there, but we are afraid that on our way back we will get caught in Greece with mismatching ticket and passport and have to buy a same day airfare which would cost us a lot more. Not only are the fees outrageous, the customer service reps at both [redacted] and airfare.com were extremely rude and not helpful. The actual airlines had no problems changing the names but airfare.com that supposedly holds our reservation and were complete jerks about changing the names and said we would have to pay the price of the ticket to get it corrected. I feel like we are stuck in a corner and there is no way to get out of this. If the change was 100-200 dollars I wouldn't worry about it but to spend $700 + for another ticket makes me sick to my stomach and after reading horrible reviews about airfare.com, I really do not want to give this company anymore money. We also are getting married in two weeks and the last thing I want to think about is spending even more money this month after a small mistake.Desired Settlement: Change the name for either cheaper or free. Or pay what the airlines say to pay which was nothing.

Business

Response:

Dear Revdex.com,

Review: I called the company about an issue with my purchase, and I was harassed by multiple customer service personnel, including managers. Not only was I outright yelled at, but I was hung up on, without any cooperation from anyone at this company. Not only is this type of behavior unprofessional for a business, but the degree to which they were harassing me was unethical, and they were fully aware of this because all except one person refused to provide me their name.

I was calling about receiving a refund for my airplane ticket, which none of my receipts or ticket itself state are non-refundable. I recently became sworn in as a member of the US Navy, and am now prohibited from traveling; I have documentation and references for this restriction and attempted to communicate this to the company but they refused to work with me at all and harassed me in hopes of me giving up and them keeping my money. However, I spoke to the airline through which the tickets belong to, and they were completely helpful and told me a refund was possible, but the refund has to be processed through Airfare because we purchased our tickets through them. The tickets themselves are refundable, but this company is harassing me when I attempt to acquire a refund.

I have bought tickets from this company before and been very satisfied; they have great discounts and I have never had any other issues, but this type of behavior and verbal assault on any customer is unacceptable.Desired Settlement: I demand a refund for the tickets I have purchased, but an apology should also be issued, considering the unacceptable verbal assault I had to endure from multiple employees and managers.

Business

Response:

Dear Revdex.com,

Review: I booked my flight via [redacted].com and was sent an email saying that airfare.com would be processing my request. A few minute later I got a very unclear email from [redacted] that had no formatting, logo, any language referring to a confirmation or that it was from airfare.com. I was not sure if this was the email I was expecting or not so I called the toll free number that [redacted] provided at approximately 10:10PM to make sure that my request was processed and that this wasn't a scam site. A man answered and I asked him if I was going to get another email or if this was the confirmation. I also said that the email was very hard to read. He asked for ref number and I didn't know where to find it on the unformatted email so I read him the subject line which was only a series of numbers and letters. He seemed very annoyed and asked me what my problem was and if I was an expert traveler that traveled everyday or something in a very sarcastic tone. I stated again that the email wasn't very clear and I didn't know if this was considered my confirmation or not, my trip was very expensive and I wanted to make sure the booking went through. I continued to tell him that I have traveled several times and received confirmation emails and they didn't look like this one thus the phone call. He then asked me again for the ref number and I said that I saw some other numbers and I could read those, but before I finished he cut me off and said that he was customer service not a complaint line and if I was such an expert traveler I should just book with someone else if I didn't like the email. I said that I was simply giving him feedback as a customer and that the email was unclear and that the point of the call was not to complain but to verify my booking. Finally he just said that he's not here to listen to my complaints and that in his opinion he doesn't want a customer like me and that I should just cancel my trip and hung up. Thankfully [redacted] had a cancel option until 11:30PM the same day with out penalty which I opted to do per the customer service person's behavior. I also immediately called my credit card provider to ensure that the charges would not appear on my card and will be following up with them in case airfare.com tries to charge me any fees. I will of course dispute all of them if they do try and I have taken screen grabs of the emails and site that verify my cancelation request and I also have a log of when the phone call was placed.Desired Settlement: I would like airfare.com to guarantee me that I will not be charged a single cent today or in the future for the flight I booked with them via [redacted].com or any fees. I would also like an apology for the disrespectful treatment.

Business

Response:

Dear Revdex.com,

This is to confirm that we have reviewed the booking details and we did not sent this email [redacted], to the traveler. We do not know how this email was sent. We will not charge her any amount and as per her request we have cancelled her booking. We do apologize for any disrespectfull treatment from our customer services agent.

Thank you,

[redacted]/Customer Care Supervisor

Review: Airfare.com: Fraudulent; Atrocious “Customer Service”

Thursday, February 27, 2014

On February 26, 2014 I booked a flight on [redacted] through Airfare.com. This was the first time I had heard of Airfare.com, and the first and LAST time I will ever “do business,” if you can even call it that, with them. I was lied to, I was interrupted on the phone, I was hung up on, and I was left with no choice but to file complaints in as many places as possible.

After purchasing my ticket online, I received a confirmation email, which included my confirmation number and booked flights. Buried within the body of the email was the phrase “reservation waitlisted”. What does this even mean? I called Airfare.com and spoke with a representative who was nearly unintelligible and extremely rude. I explained that I had just purchased a ticket and received the email I described above. After being put on hold for about 10 minutes, I was told that “the airline was unable to confirm my reservation”. When I asked for additional details of what exactly this meant and whether or not I would be confirmed a flight, as well as whether or not my credit card was or would be charged, I was only told that I would need to “make another reservation”. Throughout this conversation, I was repeatedly interrupted, so I really didn’t get a chance to fully ask my questions. Eventually, because I was getting nowhere with this person who was becoming more and more difficult to understand, I asked to talk with someone else.

Usually, when you ask to talk with “someone else” you get someone who is more helpful and more knowledgeable than the previous person. This was not the case. This individual, while somewhat easier to understand, was even more ill-mannered than the previous, interrupting me more and providing false information. To begin with, he said that I first received a confirmation email, followed by an email saying that the airline cancelled the flights I had booked. For starters, this is not the correspondence I received from them. Secondly, I was now being provided a different explanation for my supposed reservation that was patently false. The airline still offered the flights (I later booked with them directly).

By this point, I explained that I wanted to have something in writing from Airfare.com stating that my reservation was cancelled and that my credit card would not be charged. I had to talk over the representative to make my point: I want to be sure you are going to charge me for something I don’t have. “Fine, I’ll do it now,” he said. But when I got the email, I was shocked to see that all he said – word for word – was: “Unable to confirm by the airline, and you card is [sic] not been charged yet.” The key word here is “yet” … my card has not been charged “yet”. When I pointed this out, all he said was, “You need to make another reservation.”

With that, I called [redacted] directly, and explained what had just happened. The woman I talked to was as helpful as she could be, given that the reservation wasn’t initiated directly with them. She did say that she could see my name in the system, but that a seat hadn’t been assigned, and that it would be up to Airfare.com to initiate that request. She also confirmed that both flights were active – that is, that they were not cancelled – and that seats were available. She also added that similar complaints had been made by others who had made reservations through Airfare.com … every detail. I asked if she would be able to cancel my reservation for good and confirm that, but again, she could not because it was not initiated directly through [redacted].

With that I called Airfare.com again, and spoke with who was now the third representative that I had to deal with. And another unintelligible one. But this one was even more offensive, and provided more lies. He said that I had received yet another email – one an hour after I booked the flights – saying that my “reservation was cancelled” and that I would “need to make another reservation”. When I explained that I did not receive such an email, even in my spam folder (which is perhaps where all Airfare.com emails belong), he again said, “You need to make another reservation!” and hung up on me.

Immediately, I called [redacted]. I told the woman who took my call what had happened, and with great sympathy she said that she would put a note in my account that any charges from Airfare.com are not to be processed; only a charge directly from the airline. At least now I could be assured that Airfare.com would not commit credit card fraud against me by charging my credit card for something I did not actually buy.

I am not the first to voice a complaint such as mine … just [redacted] “Airfare.com Complaints” and wade through grievance after grievance on website after website about people’s experiences with Airfare.com. I didn’t just have a fluke experience with a couple of bad apple employees. Airfare.com’s modus operandi is to provide its “customers” with false information, impolite and disrespectful representatives, and worry and wasted time over the trip they are trying to arrange. If they are trying to get themselves fined by the Revdex.com and to be put out of business, they are well on their way, and I am willingly going to help them to that end.Desired Settlement: This appears to be a fraudulent company with unethical business practices, inappropriate behavior on the part of customer service, false advertising, and the potential for credit card fraud. They need to be fined and/or put out of business. My situation was not isolated.

Consumer

Response:

To Whom it May Concern: