Smartfares

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
At present, LBF Travel is working with me to resolve this issue.  My credit card was declined several times; however, I was informed that I needed to pay for the reaervation within 24 hours or they could not guarantee the fare.  I made a large payment to my card in order to be able to use it. LBF Travel contacted me or vice versa the following day and we completed the transaction.  The card went through.  I reject the notion of the card being the reason for the canceled reservation.  American Airlines provided me a printout that indicates a window of time until May 6 by which ticket nimbers are to be issues.  Further, they again requested ticket numbers be issued by 23:59 hours on May 10, 2016. The printout indicates cancelatin due to travel agency not issuing ticket numbers. I received email confirmation from LBF despite ticket numbers not being issued.  
LBF is engaged at this time in an investigation regarding this incident.  I appreciate their effort and hope they will make this right.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com,
I have refunded $500.00 to this customer. Please see the attached receipt.
Funds may take up to 10 business days to return to the customer's account depending on the policies and procedures of their card issuing bank.
Regards,
[redacted]
Senior Executive Administrator
DIRECT: ###-###-#### – FAX: ###-###-####EMAIL:[redacted]@lbftravel.com

Ms. [redacted] was sent an email stating we were unable to issue her tickets as the fare was not available. This happens sometimes with [redacted] Airlines as well as [redacted] and [redacted].    They load their fare but are slow to update availability. This was actually an invalid...

fare.   The system showed a fare that was not available.  We try to catch them as fast as we see them so that we can advise the passenger.  When she originally booked her flight she was sent an email saying we received her request.   It states she will get a second email once it is ticketed.   However she did not receive the second email.   She was sent an email saying we were unable to confirm her flights.  The email states to either call our customer service desk or go back online.  The reason her fare was higher is because the original fare was not available.

Revdex.com,
I could not find the disputed amount of $271.44. The amount I found and was able to refund was $269.00. It may take up to 10 business days for the funds to return to the customer's account depending on the policies and procedures of their card issuing bank. This refund in the...

amount of $269.00 was submitted on 11/16/15.
[redacted]Senior Executive Administrator
LBF Travel, Inc.

Revdex.com,
Please have the customer confirm that he is claiming he is out the total amount of $656.28 for hotel rooms that he tried to cancel and did not use.
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I apologize to the customer for this experience and will do my best to solve it. This is the first complaint we have had on a hotel booking so I need to research this issue but have the customer clarify in the meantime.
Regards,
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858)
408-3815EMAIL: [redacted]travel.com

Revdex.com,
 
We apologize for the inconvenience this customer experienced. I have refunded $400.00 to him. Please see the attached receipt. Funds may take up to 10 business days to return to the customer's account depending on the policies and procedures of their card issuing...

bank.
 
Regards,
 
[redacted]
Senior Executive Administrator
DIRECT: ###-###-#### – FAX: ###-###-####EMAIL: [redacted]@lbftravel.com

I made a reservation using Smartfares for my 86-year-old mother to come to my daughter's wedding. I read their highly restrictive terms of service and agreed. I then got a confirmation email but noted: tickets are not issued until I receive a confirmation from the airline... Which I didn't, and the next business day I called Smartfares and was told that the itinerary I had reserved and paid for was no longer available and that they were sorry. I insisted that this was not acceptable and that n good faith I had presumed that a paid itinerary was a contract. They asked me if she could travel on a later date, I said of course not! And requested to speak to his supervisor. After about 45 minutes of arguing I managed to secure a reservation for an earlier date, a layover, higher baggage fees, and $10 higher fare. Because it was on short notice (because of the delay) I had no other option and accepted it. I will never use this agency, nor recommend them to anyone!

Dear Sir/ Madam:
I just received the refund that post to my credit card (less their fee). Thank you so much for stepping in and review my complaint. Without your office's help, I don't know how long this will take, as it is, it took 30 days from the date my refund was requested.
Your help is greatly appreciated.
[redacted]

Revdex.com,The only fee that I can find associated with this ticket is in the amount of $26.79. I have refunded that to the customer. It may take up to 10 business days for the funds to return to the customer's account depending on the policies and procedures of their card issuing bank. There is nothing else associated with this ticket that I can refund. Again, the customer was denied boarding due to not having the correct travel documents which is not the responsibility of our company.Regards, 
 
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: [redacted]
EMAIL: [redacted]

Revdex.com,
I apologize for the experience this customer had. I cannot issue a free airline ticket for the inconvenience however, as it is not our inventory to give out.
If this customer would like to book with us again, she can contact me directly and I will have a...

senior travel agent in our San Diego location assist her. We will waive all fees for this customer.
Regards,
[redacted]
Senior Executive Administrator
DIRECT: ([redacted] – FAX: (858)
408-3815EMAIL: [redacted]

Revdex.com,I could not find the disputed amount of $271.44. The amount I found and was able to refund was $269.00. It may take up to 10 business days for the funds to return to the customer's account depending on the policies and procedures of their card issuing bank. This refund in the amount of $269.00...

was submitted on 11/16/15.[redacted]Senior Executive AdministratorLBF Travel, Inc.

Revdex.com,It appears that all of these transactions are legitimate. I apologize for the delay on this one, but it was hard to piece together because the reservation is so large.There are three reservations. Each has 8 people. They are as follows:1. Locator: 
[redacted]
Cost: $10,566.83Passengers:


[redacted]


[redacted]


[redacted]


[redacted]


[redacted]


[redacted]


[redacted]


[redacted]
2.Locator:
[redacted] Cost: $10,566.82Passengers:


[redacted]


[redacted]


[redacted]


E[redacted]


[redacted]


[redacted]


[redacted]


[redacted]
3:Locators (split reservation):
[redacted]

Cost: $4818.45/$5283.42Passengers: 


B[redacted] 


[redacted]


[redacted]


[redacted]


[redacted]


[redacted]


[redacted]


[redacted]I hope this clears up all confusion on the charges. Regards,[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: [redacted]
EMAIL: [redacted]












10/27/2015






Complaint

I was searching online for airfares to Europe I clicked on link that took me to this ad for low airfares, to call this 800 number so I did. Representative was very kind over the phone, she asked me some questions and I proceeded to answer her. She told me she had a great deal with Air Canada for...

$1018.99 per person (mind you I told her I needed 6 tickets) she said no problem, quoted me the price as I was really excited (first time going to Europe) she proceeded by asking me everybody's exact spelling for airline tickets, I gave her all the correct information. The next day I emailed her correcting some of the travelers name information in addition to my credit card number. However, she never once told me this was a travel agency and that there would be a "Agent Fee". I being so excited to get this done with, never paid attention to the total amount being charged to my credit card, I was worried about names being correct for ticket purposes as she stated was very important. Today 7/3/15, I was reviewing my credit card statements and found this fee. I called agency and spoke to supervisor Noah, he stated there was no need for that verbal disclosure as I received an email from them- that alone should be enough disclosure. As a consumer we all know that we don't all read the fine print and therefore need a verbal disclosure. If the representative had told me about the fee and I had acknowledge & okay the fee, that would be me accepting the terms. I was never told nor knew about this until recently. I would like to cancel everything with this company and want a full refund into my credit card. These are unfair practices for consumers, companies like these rely on consumers not paying attention to fees.







Desired Resolution

I would like a full refund from LBF Travel for $6874.68, I no longer wish to do business with them.

Consumer Business Dialog

Mr. [redacted] received an email showing his itinerary.  Showing it is his responsibility to check what travel documents are required. As a courtesy we are doing our best to try to get a refund.  However it is completely up to the airlines.  Billing Information: [redacted]...

[redacted]  Please review your itinerary carefully to ensure that the following key items are correct.Passenger names must be the same as on the passport (international travel) OR Driver’s License (domestic travel). Review departure/arrival dates, times, origination/destination cities, stopovers and connections. Please note that reservation requests are only confirmed once the airline has issued a ticket number. A second and final email with ticket numbers will be sent to your email address within 24 hours (up to 72 on the weekends) indicating that a ticket has been issued. You can monitor your reservation request on our MyReservation Page. In case you get notified that your credit card was declined, please call us right away Toll Free at: [redacted] or if you are outside the US/Canada call: +[redacted] Airline tickets are non-refundable, non-changeable and non-cancellable. In certain cases, an airline may allow a ticket to be changed for a fee, plus the increased cost of the new ticket. Changes: Call us Toll Free at [redacted]. If you are outside the US/Canada please call +[redacted] to make any kind of changes in the itinerary. Fees will apply due to airline penalties, fare differences, and other factors in order to change the itinerary. Cancellations: Call us Toll Free at [redacted]. If you are outside the US/Canada please call +[redacted]. Your booking should be cancelled at least 3 hours prior to the scheduled departure time of your flight. Cancellations can only be processed over the phone. As the traveler, you are responsible for all necessary travel documents and making sure that all are current (Passports, [redacted]s, Driver's License). Please visit TSA for any questions regarding this, as well as information on check in procedures and airport security. Travel insurance is important – you never know what can happen. Call us toll free at [redacted] to purchase travel insurance coverage if you have not done so already. Check-In: We recommend arriving at the airport 2 1/2 hours prior to your departure for international flights and 1 1/2 hours prior to your departure for domestic flights. Still have questions? Visit our FAQ page or call us at [redacted]. Our agents are available 24 hours a day, 7 days a week to assist you. You can also email us at [email protected].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
When my husband booked the flight, there were no American flights. It was changed after he booked it and was not aware of it. I'm not disputing this fact. I'm disputing the fact that he was made to pay $1,000 + extra dollars to get a flight home, which should have returned him home, the first time! We already paid too much for the ticket to begin with. We want that money returned to us. That's why we paid for a return ticket.
Regards,
[redacted]

I had originally filed a complaint back in July or August about the company being deceptive in the times they booked my flight and resulting in myself and travel partner missing our return flight home that turned into a very expensive series of events to get home. My original complaint was replied through the Revdex.com from the company, they asked what I felt was a fair refund. I had replied through the Revdex.com asking for a FULL refund. I waited weeks for a follow up. Nothing. I finally checked back on Revdex.com website and my complaint had been settled as RESOLVED and was no longer open. So I contacted the company directly (and saved all correspondence) I asked if they had inteded to give me a refund and sent screen shots of their reply to me through the Revdex.com. I emailed back and forth with a supervisor. First she wanted to listen to the recording of when I ordered my tickets, but it had mysteriously disappeared! Then after that she just told me that I should have known better and I am the only one at fault for missing the flight. After that response I questioned her again asking why they would ask me what I felt was a fair refund if they never intented to give me one. 3 days later they replied back again that I am soley responsible for the missed flight and all they will refund is a $32 service charge. This company has been deceptive and dishonest through this entire process. My original complaint should have never been settled as RESOLVED. I have considered legal action, and I have NEVER been so disgusted with a business as I am smartfares. I will NEVER consider using their services in the future, and I warn anyone who reads this not to use them either. I would suggest to the Revdex.com to follow up with any resolved complaints with this company. After my experience, I would not expect them to follow through with any course of resolution with any complaint filed against them.
I desire that my purchase price be refunded. However, I know that even if they reply and say they will do so that they truly will not. Their rating should be much lower. I reccomend investigation into the deceptiveness and dishonsty that they have portrayed through my entire experience.

Revdex.com,Please have this customer show that he was charged for two airline tickets and I will issue them a refund via check. I am confused by if there was just a pending charge or if our charge actually went through. If this customer was billed by us and by Spirit he will be refunded.Regards,[redacted]...

[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858) 408-3815
EMAIL: [redacted]

Revdex.com,
We refunded $921.99 on 5/12/15 to the customer's card ending in 5128. The balance was issued to him via check directly from the airline. It appears this case is completely resolved.
Please have the customer update me if there are any outstanding issues.
Regards,
[redacted]...

[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: [redacted]EMAIL: [redacted]

Revdex.com,
This case was resolved with our customer service team. On 10/14/15 a refund request was submitted to issue a check refund to this customer in the amount of $230.58. On 10/19/15, the check was issued. The bank said the customer would receive the check by 10/26/15, which is...

today. Please have the customer confirm that the check was received and this case is resolved.
Regards,
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858)
408-3815EMAIL: [redacted]@lbftravel.com