December **, 2015
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted]
Dear [redacted]:
This
is in response to the rebuttal we received regarding the above reservation. In her complaint [redacted] states that
she has never used CheapOair website before and should not be billed for
someone she does not know.
We
would like to advise that we consider the dispute closed and no further action
will be taken.
We have
requested that all her information be deactivated from our data base.
We appreciate
the time and attention your office has given to this matter.
Sincerely,
Karen R[redacted]Customer Service Manager[redacted]
September **, 2015
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted]
Dear [redacted]:
This
is in response to the rebuttal we received regarding the above referenced booking
number. In her complaint [redacted] is
requesting compensation since she was denied boarding by the airline since she
did not have proper travel documents.
I
would like to thank [redacted] for providing the information. This information has been submitted to our Information
Technology Department requesting further investigation.
Based
on her original request a refund has been submitted for the $360.00 she
requested.
Please
see the attached screenshot of our Refund Page below, showing the balance due
was processed. Below is the date of the
request and the Processor Approval Code showing the dollar amount to be removed
from our bank, Chase Manhattan.
The
credit may take up to 14 business days to appear on her credit card statement.
We apologize for what [redacted] encountered and it was not our
intention to deceive since all of our information listed on our website refers
to Travisa.
We appreciate the time and attention your
office has given to this matter.
Sincerely,
Karen R[redacted]Customer Service Manager[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted]Dear [redacted]: This is in response to the complaint we received regarding the above booking number....
In the complaint [redacted] is requesting that the airline extend the travel validly date of the ticket he purchased via our on line website.On March [redacted], [redacted] or someone on his behalf went on our website and submitted a round trip reservation. The reservation was booked without the assistance of one of our Customer Care Agents and it is the responsibility of the person making the reservation to make sure they read all necessary and important information.Prior to submitting the reservation he stated that he had read and understood our Terms and Condition. Listed in our Terms and Conditions we advised to “Please confirm that the dates, times of flight departures and names of travelers are accurate, tickets are non-transferable and non-assignable, name changes on tickets are not permitted, ticket cost and service fees are non-refundable, all govt. and our service fees and taxes are included in the total ticket cost”. On June [redacted], [redacted] contacted our customer service department advising that he was denied boarding by the airline since the last name of one of the passengers was incorrect.Based on the airline his tickets were non refund but he would hold a future credit and subject to all airline rules and restrictions.When he called to use his credit again he was advised that based on the airline fare rules he ticket was valid for one (1) year from date of issue in this case was March [redacted], the original date he submitted his reservation and his tickets were issued and at time off rebooking he would be required to pay the airline fee and any fare difference.Based on his complaint [redacted] was advised by one of our waiver agents that we have received your request for a waiver to extend the validity of your tickets on your reservation with booking number [redacted] with [redacted] Airlines. In order to approach [redacted] Airlines for a waiver, they require a reasonable reason for the extension and any supporting documents. Please reply to this email with scanned copy or fax all the requested information to the number below in attention to me and mentioning the booking number on the cover sheet. Please note that once we receive the copy of the requested documents we will forward your request to TAM Airlines for a consideration and will have to remain at the airline’s discretion for a waiver as the travel agency does not have any control over the ticket. We would also like to advise that this is being handled as a courtesy since there was no error on the part of CheapOair and we regret any confusion encountered by [redacted]. We appreciate the time and attention your office has given to this matter.Sincerely,Karen R[redacted]Customer Service Manager
[redacted]
[redacted]Dear [redacted]:This is in response to the complaint we received regarding the above referenced booking number. In the complaint [redacted] mentions fees for making changes to her travel dates and is asking for a refund on non refundable...
tickets. [redacted] or someone on her behalf went onto our website on August *, 2017 and submitted a reservation request. She entered the cities and dates she was interested in. She was shown several itinerary options which included alternate dates. Flights were chosen that she felt would fit her needs. She was then shown our payment page which had the flights she had chosen showing at the top for her to review. It is clearly labeled with the date and shown as an alternate date. This is shown below as attachment 1. At the bottom of the payment page she was again asked to confirm the travel date before clicking the button to book the reservation. This is shown as attachment 2. When [redacted] called to change the date of travel she was advised of the fees involved in making the change. She chose not to make the change or to cancel the reservation. At this time we have received notification that she has disputed the charge with her credit card company. Please understand that it is her credit card company that will be running the investigation. Once they have completed their research they will advise [redacted] of their determination. We regret any inconvenience or frustration encountered by [redacted] and appreciate the time and attention your office has given to this matter.Thank youKaren R[redacted]Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.First of all CheapOAir made ZERO contact with United airlines. I myself made the contact and the arrangements after being on the phone and messaging over a dozen reps from CheapOAir (only to get no where). Not only did COA have different stories from their reps they also ups old me on travel insurance as well, claiming if I bought more insurance that I would be free to change my flight date. After United had resolved my situation was when I got a call from coa concerned that I hadn't checked into my flight. They informed me that I would need to contact travel claims online in regards to swapping dates etc. when I bought the ticket next to travel protection it stated in case you need to cancel your flight or move the date, hence the reason for my purchase. But the travel insurance does not allow any of those things unless there is a sickness or death. My main concern is COA, stating of I cancel my flight I'd get a credit of pretty much what my flight costed, I thought finally we are getting somewhere! But they starte, if you cancel the flight we will credit you $264 for future use to cancel the flight is $50 and when you would like to fly again and use said credit we charge a $200 rebooking fee basically giving me $14 back. Or the y could swap the flight for me and it would be $600 total plus what I have paid and the travel protection they sold me. I am outraged that this is a professional business. Their reps were upset I could not understand them when they have such thick Indian accents making it hard to do so. I will not settle for less than full reimbursement from coa and their travel protection (which I was already told I would be getting that refunded to me in full) they did not handle my flight through United, I did! They were zero help. I wasted 5 days straight non stop calling several times a day totaling well over 6hours on the phone.I have attached just a few documents were people have also been scammed, as well as a conversation with a rep showing the $50 cancel fee, credit, then pretty much my whole credit being wiped away when I go to use said credit if you look at the other other gentlemans attachment you will see a similar story as well, they kept trying to get more and more money from me every time I called. As stated speaking to a rep they sold me more travel protection claiming it would allow me to change my date with zero problems. WHICH WAS A LIE TO GET MORE MONEY FROM ME. Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I was not provided the correct information from the representative initially. The ticket was purchased online using a mobile device with the idea that free cancellation was applicable. Never was a icon clicked to show what "free cancellations" meant nor do I see any attachments ,as specified in the response, showing that was the case. Nor do I see an image, as specified, of the actual policy stating all tickets are non-refundable. All these terms are hidden items that the consumer is not privy too. And for someone who has never used your site a little more time in showing the facts should be there. I have used other sites that clearly show the cancellation period on the screen. This prior experience lead me to believe these were refundable tickets. There has not been any consistently with this whole experience and yet I am still being denied all finds that I surrender to [redacted] immediately after seeing the flight and believing that free cancellation meant such.
I feel wronged and that something should be done, even as only a courtesy. I understand that a full refund may not be applicable, however, I feel receiving a credit for the change fee is suffice especially since all the transactions are required to go through [redacted] not American Airlines. Thank you [redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]Dear Sirs: This is in response to the rebuttal we received regarding the above referenced booking number. In the complaint [redacted] is requesting a refund in the amount of $1,468.14. We would like to advise the Revdex.com that the on June [redacted], a refund was processed and the following email was sent.Dear [redacted],This is in reference to your " Refund Request " for Booking Number [redacted].Your refund was processed on 06/**/2017, in the amount of USD 1468.14.Additional refund(s) if any may not be credited back within same time frame. These transactions will appear separately on your credit card statement.Please be advised your credit may take up to 14 business days to appear on your credit card statement.Thank you,[redacted]Refund DepartmentWe regret any confusion encountered by [redacted] and we appreciate the time and attention your office has given to this matter. Sincerely,Karen R[redacted]Customer Service Manager
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted] [redacted] [redacted]Dear [redacted]: This is in response to the rebuttal we received regarding the above booking number. In the complaint [redacted] is requesting he be allowed to change the reservation since the dates he submitted were incorrect.We would like to advise the Revdex.com that [redacted] was contacted by one of our customer care agents regarding his request. New flight options were offered and accepted (see attachment) and his ticket was exchange with the updated flights.We appreciate the time and attention your office has given to this matter.Sincerely,Karen R[redacted]Customer Service Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Thank you for your response.. Unfortunately it does not hold water. As per your rules and the rules of every other online and offline travel agency, booking made with airline is on hold until the end of the next business day 11:59PM. I was contacted by your customer service people within that time frame and while you were not able to confirm [redacted] details probably because none of the agents spoke clear English, I did offer another credit card to make life easier. And at this point somehow, price went up. So its seems either of two things happened... 1. the booking was not made initially which is highly unlikely since you would not be able to work, or 2. given an opportunity you attempted to squeeze a bit more money from your customer. In support of my point, when I hang up the telephone with you, I managed to book the same tickets on [redacted]... since everyone is using big four reservation systems ([redacted], etc) and its extremely unlikely that you held direct contracts with such small airlines, you simply misstating the situation as you see fit. Npw, even more, I am inclined to share my experience with everyone.Regards[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
The problem is not the refund of the credit card. The problem is the false advertising. A price was agreed to be charged to my credit card yet they unlawfully charged another price (almost double). You can see this here: [redacted]I now don't have the tickets that were advertised at the posted price. To solve this, they should offer the tickets at the original price as agreed to.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted]Dear Sirs: This is in response to the complaint we received regarding the above referenced booking number....
In her complaint [redacted] is requesting a refund for her return portion of her tickets since the Passenger did not have proper travel documents.On May [redacted] or someone on her behalf went on our website and submitted a round trip reservation. The reservation was booked without the assistance of one of our Customer Care Agents and it is the responsibility of the person making the reservation to make sure they read all necessary and important information.Since it is virtually impossible to list all Visa and Entry requirements based on the passport and country we advise in our Terms and Conditions “Visa and Entry Requirements All customers are advised to verify travel documents (transit visa/entry [redacted]) for the country through which they are transiting and/or entering. Reliable information regarding visa and passport requirements can be found by clicking this link [redacted]. Additional information can also be found through the consulate/embassy or the country(s) you are visiting or transiting through. CheapOair will not be responsible if proper travel documents are not available and you are denied entry or transit into a CountryCheapOair's sale of tickets to you does not imply any guarantee of passenger's ability to enter the country of destination. Traveler understands that CheapOair accepts no responsibility for determining passenger's eligibility to enter or transit thru any specific country. Information if any given by CheapOair employee must be verified with Government proper authorities and such information does not constitute any CheapOair's responsibility”.Attached is a copy of our “payment page” that was shown to her prior to submitting her reservation. As you can see the flight she requested out of Houston, Texas was operated by United Express (see attachment). We regret any confusion or frustration encountered by [redacted] but no refund will be offered and we appreciate the time and attention your office has given to this matter. Sincerely,Karen R[redacted]Customer Service Manager
RE:
[redacted]/Case [redacted] Booking Number [redacted]
Dear [redacted]:...
This
is in response to the complaint we received regarding the above referenced booking
number. In her complaint [redacted] is
requesting compensation for the ticket she purchased via our online website.
Since she confirmed the alternate date option offered.
On June
**, [redacted] or someone on her behalf went on our website and submitted a one-way
reservation from [redacted], [redacted] to [redacted]. The
reservation was booked without the assistance of one of our Customer Service
agents, in these cases it is the responsibility of the person making the
reservation to make sure they read all necessary and important information.
When a reservation is submitted our system is set up to offer
passengers flights at the lower rates. I
have enclosed what we call our “payment page”
This is what was shown to her prior to booking the reservation. As you can see an alternate date was
offered.
The alternate date option was shown to [redacted] several
times. It was at this point she could
either accept or pick other flight options offered. Our records indicate that she elected to
purchase the lower rate on the alternate dates.
We
regret any confusion or frustrations [redacted] encountered but no compensation will be
offered since at not time did she contact our customer care advising that there
was any problem with the reservation and she had the option to cancel the
reservation at no cost within 4 hours of submitting her reservation.
We appreciate the time and attention your office has
given to this matter.
[redacted]
[redacted] [redacted]Dear Sirs: This is in response to the rebuttal we received regarding the above referenced booking number. In the complaint [redacted] is requesting that the airline refund her in full.As we have explained in our previous rebuttal that on July [redacted] or someone on her behalf went on our website and submitted a round trip reservation from Raleigh Durham, North Carolina to Miami, Florida. The reservation was booked without the assistance of one of our Customer Care Agents and it is the responsibility of the person making the reservation to make sure they read all necessary and important information.Listed in our Terms and Conditions “Most airline tickets are 100% non-refundable and non-transferable. If you wish to exchange the tickets for new dates or routing any and all changes made to the itinerary are restricted and subject to airline penalties and any fare difference”. On August [redacted] called our customer care department requesting that her reservation be cancelled since she would not be traveling due to [redacted]. She was advised that the reservation could be cancelled but based on the airline rules her ticket was non-refundable and t she would hold a credit with [redacted] for the ticket value. Before the reservation was cancelled the following email was sent. Email Content: Dear [redacted]We've received your cancellation request for booking (#[redacted]) for passenger(s):Name :[redacted]Name [redacted]A $0.00 cancellation fee will be charged on the account you provided, once the cancellation is confirmed.Once the booking is canceled, you will have a $500.40 credit with [redacted], valid for one year from the original date of issue: 07/**/2016.A few notes about your airline credit: All travel must be completed on or before, 07/**/2017, and is only valid for travel on [redacted]. All changes are subject to availability and airline fare rules. When you use the credit, there will be an airline penalty of $200.00 per person, plus any applicable fare difference. This credit is non-transferable and non-refundable, and may only be used by the person(s) named on the original ticket, regardless of the name on the credit card that purchased the ticket(s).Please be advised that the credit can only be re-booked through our Customer Care team. Please do not contact your airline(s) directly to redeem your credit.Thank you,Web Site NameCustomer ServiceOnce authorization was received from [redacted] the reservation was cancelled. At no time was [redacted] advised that she would receive a full refund.Our agent did advise that on her behalf a refund request could be submitted to [redacted]’s refund department for consideration and it would solely be up to the airline if they would honor our request.Per [redacted] if either passenger was pregnant and could provide a physician’s letter stating they cannot travel a refund would be approved. At no time was this information provided. Since we do not set airline rules and restrictions and we are not authorized to waive or ignore any individual airline’s policies the credit stands and she and she will be subject to all the airline rules and restrictions.We would also like to advise the Revdex.com that as a gesture of goodwill a refund was processed in the amount of $65.90 for our service fees and Travel Assist she was charged when she submitted her reservation.We regret any confusion or frustration encountered by [redacted]. She will need to contact the airline directly to see if they will override their restrictions since they have already denied our request based on their rues and restrictions.We regret any confusion encountered by [redacted] and we appreciate the time and attention your office has given to this matter, and consider this complaint closed. Sincerely,Karen R[redacted]Customer Service Manager
[redacted]Dear [redacted]: This is in response to the complaint we received regarding the above referenced booking number. In the complaint [redacted] is requesting a refund for nonrefundable tickets. On July **, 2017 [redacted] or someone on...
her behalf went onto our website and submitted a reservation request. . The reservation was booked without the assistance of one of our Customer Care Agents and it is the responsibility of the person making the reservation to make sure they read all necessary and important information.It was at this time she agreed that the tickets she was purchasing were nonrefundable. We received a call later that same day stating that the travel dates had been booked incorrectly. She was advised of the fare for the new dates and authorized a charge of $436.60. Tickets were never issued and she was never charged for the original travel dates. We received a call on July **, 2017 asking about changing the last name for one of the passengers. It had been entered incorrectly when the reservation request was submitted.She was advised that we would have to submit the request to the airline and that it would take some time. We were called on July **, 2017 to check for any update. She was advised that we had no new information on her request but confirmed that she had not been charged for the name change. On July **, 2017 she contacted us advising that she had resolved the name issue directly with the airline. On July **, 2017 we were contacted wanting to cancel the reservation. The caller mentioned being double charged, which we do not show, and her concern with the change of travel dates. We tried to be very clear that we could cancel the reservation but the tickets were nonrefundable according to the rules set by the airline. The reservation was then cancelled without charging any cancellation fee. We regret any confusion or frustration encountered by [redacted] but no refund will be offered. We appreciate the time and attention your office has given to this matter. Sincerely,Karen R[redacted]Customer Service Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
This answer is unacceptable. I opened complain on behalf of my husband [redacted], his credit card is on file. Cheapoair is messed up scam. I can have my husband put in exact same complaint. What difference does it make? This ss canceled his flight last minute, were rude on the [phone and do not want to reimburse? At this point there is a huge lawsuit waiting to happen. I am expecting a full refund within next 5 business days. If you need credit card info please let me know and if you need my husband to open a complaint, no problem, we will get to the bottom of this and believe me, cheapoair got super negative feed back from me on every possible site
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
As my travel agency, they should take some responsibilty to provide correct information when I call them about my father's problem with the flight on 2/*/16. when I spoke to the agent that time of cheapoair, the suggested that I buy another ticket rather than helping me by giving showing me the right direction. Now everyone is telling me, including the cheapoair agents that Emirates or Jet blue was supposed to change my ticket to the next flight for free as the weather cancellation policy requires them to do that. however, when I called cheapoair that day on 2/*/16, the agent did not tell me that. He stated that I should buy a ticket and pay the whole new payment of $1710. How could the be so misinformed and then also misinform me? It's weird that they don't want to take any responsibility about this. how much longer I need to wait? every time I call them they say someone will contact emirates and let me know about it. They keep telling me not to call emirates directly. It's been 6 months. Why is no one at Cheapoair not trying to expediate this case even after my several requests for expediation.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
This is in response to
the complaint we received regarding the above booking number. In the complaint [redacted] is requesting she
be allowed to utilize her credit.
We would like to advise
the Revdex.com that she was contacted by one of our customer care
agents regarding her request. New flight options were offered and accepted and her
credit was used to purchase the new tickets.
We appreciate the time and attention your office
has given to this matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
This is a continuation of a previous Revdex.com complaint ID [redacted] against Fareportal Inc. which was handled by [redacted] at the Revdex.com. The previous complaint is currently closed, however it is a good reference providing information that also leads up to this complaint. Karen R[redacted] at Fareportal, Inc. confirmed on 2/**/17 in the previous complaint that my airline booking number [redacted] has been canceled. I called the airline ([redacted]) directly and they also confirmed that the booking has been canceled. Since the booking was made on 12/**/16 and Fareportal aka OneTravel.com made it impossible for me to cancel having been on hold on the phone for well over an hour, I had disputed the charge of $57.55 with my credit card company and I got a refund for that amount. I was unaware that another charge made by One Travel was being investigated by my credit card company until a few days ago when my credit card company advised me that an additional charge of $407.56 was also part of the dispute investigation. This amount was eventually paid to Fareportal Inc. last week (week of Feb **). Fareportal has therefore just received payment for the booking that they had already confirmed was canceled. I called Fareportal's customer service number only to be told that I need to speak with someone in Collections. I received a call from someone in Collections only to be told that she could not help me and I will be contacted by someone else regarding the $407.56 charge. As of today, I have yet to get a call from the 3rd person at Fareportal regarding my refund. Fareportal Inc makes it extremely difficult for customers to fix issues or get refunds, so I am asking Revdex.com to assist me in getting my refund of $407.56 for a booking that Fareportal has clearly confirmed is canceled. Thank youI would like Fareportal aka OneTravel.com to refund me $407.56 for a booking that they confirmed is canceled.
Sincerely,
[redacted]
December **, 2015
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted]
Dear [redacted]:
This
is in response to the rebuttal we received regarding the above reservation. In her complaint [redacted] states that
she has never used CheapOair website before and should not be billed for
someone she does not know.
We
would like to advise that we consider the dispute closed and no further action
will be taken.
We have
requested that all her information be deactivated from our data base.
We appreciate
the time and attention your office has given to this matter.
Sincerely,
Karen R[redacted]Customer Service Manager[redacted]
September **, 2015
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted]
Dear [redacted]:
This
is in response to the rebuttal we received regarding the above referenced booking
number. In her complaint [redacted] is
requesting compensation since she was denied boarding by the airline since she
did not have proper travel documents.
I
would like to thank [redacted] for providing the information. This information has been submitted to our Information
Technology Department requesting further investigation.
Based
on her original request a refund has been submitted for the $360.00 she
requested.
Please
see the attached screenshot of our Refund Page below, showing the balance due
was processed. Below is the date of the
request and the Processor Approval Code showing the dollar amount to be removed
from our bank, Chase Manhattan.
The
credit may take up to 14 business days to appear on her credit card statement.
We apologize for what [redacted] encountered and it was not our
intention to deceive since all of our information listed on our website refers
to Travisa.
We appreciate the time and attention your
office has given to this matter.
Sincerely,
Karen R[redacted]Customer Service Manager[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted]Dear [redacted]: This is in response to the complaint we received regarding the above booking number....
In the complaint [redacted] is requesting that the airline extend the travel validly date of the ticket he purchased via our on line website.On March [redacted], [redacted] or someone on his behalf went on our website and submitted a round trip reservation. The reservation was booked without the assistance of one of our Customer Care Agents and it is the responsibility of the person making the reservation to make sure they read all necessary and important information.Prior to submitting the reservation he stated that he had read and understood our Terms and Condition. Listed in our Terms and Conditions we advised to “Please confirm that the dates, times of flight departures and names of travelers are accurate, tickets are non-transferable and non-assignable, name changes on tickets are not permitted, ticket cost and service fees are non-refundable, all govt. and our service fees and taxes are included in the total ticket cost”. On June [redacted], [redacted] contacted our customer service department advising that he was denied boarding by the airline since the last name of one of the passengers was incorrect.Based on the airline his tickets were non refund but he would hold a future credit and subject to all airline rules and restrictions.When he called to use his credit again he was advised that based on the airline fare rules he ticket was valid for one (1) year from date of issue in this case was March [redacted], the original date he submitted his reservation and his tickets were issued and at time off rebooking he would be required to pay the airline fee and any fare difference.Based on his complaint [redacted] was advised by one of our waiver agents that we have received your request for a waiver to extend the validity of your tickets on your reservation with booking number [redacted] with [redacted] Airlines. In order to approach [redacted] Airlines for a waiver, they require a reasonable reason for the extension and any supporting documents. Please reply to this email with scanned copy or fax all the requested information to the number below in attention to me and mentioning the booking number on the cover sheet. Please note that once we receive the copy of the requested documents we will forward your request to TAM Airlines for a consideration and will have to remain at the airline’s discretion for a waiver as the travel agency does not have any control over the ticket. We would also like to advise that this is being handled as a courtesy since there was no error on the part of CheapOair and we regret any confusion encountered by [redacted]. We appreciate the time and attention your office has given to this matter.Sincerely,Karen R[redacted]Customer Service Manager
[redacted]
[redacted]Dear [redacted]:This is in response to the complaint we received regarding the above referenced booking number. In the complaint [redacted] mentions fees for making changes to her travel dates and is asking for a refund on non refundable...
tickets. [redacted] or someone on her behalf went onto our website on August *, 2017 and submitted a reservation request. She entered the cities and dates she was interested in. She was shown several itinerary options which included alternate dates. Flights were chosen that she felt would fit her needs. She was then shown our payment page which had the flights she had chosen showing at the top for her to review. It is clearly labeled with the date and shown as an alternate date. This is shown below as attachment 1. At the bottom of the payment page she was again asked to confirm the travel date before clicking the button to book the reservation. This is shown as attachment 2. When [redacted] called to change the date of travel she was advised of the fees involved in making the change. She chose not to make the change or to cancel the reservation. At this time we have received notification that she has disputed the charge with her credit card company. Please understand that it is her credit card company that will be running the investigation. Once they have completed their research they will advise [redacted] of their determination. We regret any inconvenience or frustration encountered by [redacted] and appreciate the time and attention your office has given to this matter.Thank youKaren R[redacted]Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.First of all CheapOAir made ZERO contact with United airlines. I myself made the contact and the arrangements after being on the phone and messaging over a dozen reps from CheapOAir (only to get no where). Not only did COA have different stories from their reps they also ups old me on travel insurance as well, claiming if I bought more insurance that I would be free to change my flight date. After United had resolved my situation was when I got a call from coa concerned that I hadn't checked into my flight. They informed me that I would need to contact travel claims online in regards to swapping dates etc. when I bought the ticket next to travel protection it stated in case you need to cancel your flight or move the date, hence the reason for my purchase. But the travel insurance does not allow any of those things unless there is a sickness or death. My main concern is COA, stating of I cancel my flight I'd get a credit of pretty much what my flight costed, I thought finally we are getting somewhere! But they starte, if you cancel the flight we will credit you $264 for future use to cancel the flight is $50 and when you would like to fly again and use said credit we charge a $200 rebooking fee basically giving me $14 back. Or the y could swap the flight for me and it would be $600 total plus what I have paid and the travel protection they sold me. I am outraged that this is a professional business. Their reps were upset I could not understand them when they have such thick Indian accents making it hard to do so. I will not settle for less than full reimbursement from coa and their travel protection (which I was already told I would be getting that refunded to me in full) they did not handle my flight through United, I did! They were zero help. I wasted 5 days straight non stop calling several times a day totaling well over 6hours on the phone.I have attached just a few documents were people have also been scammed, as well as a conversation with a rep showing the $50 cancel fee, credit, then pretty much my whole credit being wiped away when I go to use said credit if you look at the other other gentlemans attachment you will see a similar story as well, they kept trying to get more and more money from me every time I called. As stated speaking to a rep they sold me more travel protection claiming it would allow me to change my date with zero problems. WHICH WAS A LIE TO GET MORE MONEY FROM ME. Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I was not provided the correct information from the representative initially. The ticket was purchased online using a mobile device with the idea that free cancellation was applicable. Never was a icon clicked to show what "free cancellations" meant nor do I see any attachments ,as specified in the response, showing that was the case. Nor do I see an image, as specified, of the actual policy stating all tickets are non-refundable. All these terms are hidden items that the consumer is not privy too. And for someone who has never used your site a little more time in showing the facts should be there. I have used other sites that clearly show the cancellation period on the screen. This prior experience lead me to believe these were refundable tickets. There has not been any consistently with this whole experience and yet I am still being denied all finds that I surrender to [redacted] immediately after seeing the flight and believing that free cancellation meant such.
I feel wronged and that something should be done, even as only a courtesy. I understand that a full refund may not be applicable, however, I feel receiving a credit for the change fee is suffice especially since all the transactions are required to go through [redacted] not American Airlines. Thank you [redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]Dear Sirs: This is in response to the rebuttal we received regarding the above referenced booking number. In the complaint [redacted] is requesting a refund in the amount of $1,468.14. We would like to advise the Revdex.com that the on June [redacted], a refund was processed and the following email was sent.Dear [redacted],This is in reference to your " Refund Request " for Booking Number [redacted].Your refund was processed on 06/**/2017, in the amount of USD 1468.14.Additional refund(s) if any may not be credited back within same time frame. These transactions will appear separately on your credit card statement.Please be advised your credit may take up to 14 business days to appear on your credit card statement.Thank you,[redacted]Refund DepartmentWe regret any confusion encountered by [redacted] and we appreciate the time and attention your office has given to this matter. Sincerely,Karen R[redacted]Customer Service Manager
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted] [redacted] [redacted]Dear [redacted]: This is in response to the rebuttal we received regarding the above booking number. In the complaint [redacted] is requesting he be allowed to change the reservation since the dates he submitted were incorrect.We would like to advise the Revdex.com that [redacted] was contacted by one of our customer care agents regarding his request. New flight options were offered and accepted (see attachment) and his ticket was exchange with the updated flights.We appreciate the time and attention your office has given to this matter.Sincerely,Karen R[redacted]Customer Service Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Thank you for your response.. Unfortunately it does not hold water. As per your rules and the rules of every other online and offline travel agency, booking made with airline is on hold until the end of the next business day 11:59PM. I was contacted by your customer service people within that time frame and while you were not able to confirm [redacted] details probably because none of the agents spoke clear English, I did offer another credit card to make life easier. And at this point somehow, price went up. So its seems either of two things happened... 1. the booking was not made initially which is highly unlikely since you would not be able to work, or 2. given an opportunity you attempted to squeeze a bit more money from your customer. In support of my point, when I hang up the telephone with you, I managed to book the same tickets on [redacted]... since everyone is using big four reservation systems ([redacted], etc) and its extremely unlikely that you held direct contracts with such small airlines, you simply misstating the situation as you see fit. Npw, even more, I am inclined to share my experience with everyone.Regards[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
The problem is not the refund of the credit card. The problem is the false advertising. A price was agreed to be charged to my credit card yet they unlawfully charged another price (almost double). You can see this here: [redacted]I now don't have the tickets that were advertised at the posted price. To solve this, they should offer the tickets at the original price as agreed to.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted]Dear Sirs: This is in response to the complaint we received regarding the above referenced booking number....
In her complaint [redacted] is requesting a refund for her return portion of her tickets since the Passenger did not have proper travel documents.On May [redacted] or someone on her behalf went on our website and submitted a round trip reservation. The reservation was booked without the assistance of one of our Customer Care Agents and it is the responsibility of the person making the reservation to make sure they read all necessary and important information.Since it is virtually impossible to list all Visa and Entry requirements based on the passport and country we advise in our Terms and Conditions “Visa and Entry Requirements All customers are advised to verify travel documents (transit visa/entry [redacted]) for the country through which they are transiting and/or entering. Reliable information regarding visa and passport requirements can be found by clicking this link [redacted]. Additional information can also be found through the consulate/embassy or the country(s) you are visiting or transiting through. CheapOair will not be responsible if proper travel documents are not available and you are denied entry or transit into a CountryCheapOair's sale of tickets to you does not imply any guarantee of passenger's ability to enter the country of destination. Traveler understands that CheapOair accepts no responsibility for determining passenger's eligibility to enter or transit thru any specific country. Information if any given by CheapOair employee must be verified with Government proper authorities and such information does not constitute any CheapOair's responsibility”.Attached is a copy of our “payment page” that was shown to her prior to submitting her reservation. As you can see the flight she requested out of Houston, Texas was operated by United Express (see attachment). We regret any confusion or frustration encountered by [redacted] but no refund will be offered and we appreciate the time and attention your office has given to this matter. Sincerely,Karen R[redacted]Customer Service Manager
July [redacted], 2015
Revdex.com[redacted] [redacted]
RE:
[redacted]/Case [redacted] Booking Number [redacted]
Dear [redacted]:...
This
is in response to the complaint we received regarding the above referenced booking
number. In her complaint [redacted] is
requesting compensation for the ticket she purchased via our online website.
Since she confirmed the alternate date option offered.
On June
**, [redacted] or someone on her behalf went on our website and submitted a one-way
reservation from [redacted], [redacted] to [redacted]. The
reservation was booked without the assistance of one of our Customer Service
agents, in these cases it is the responsibility of the person making the
reservation to make sure they read all necessary and important information.
When a reservation is submitted our system is set up to offer
passengers flights at the lower rates. I
have enclosed what we call our “payment page”
This is what was shown to her prior to booking the reservation. As you can see an alternate date was
offered.
The alternate date option was shown to [redacted] several
times. It was at this point she could
either accept or pick other flight options offered. Our records indicate that she elected to
purchase the lower rate on the alternate dates.
We
regret any confusion or frustrations [redacted] encountered but no compensation will be
offered since at not time did she contact our customer care advising that there
was any problem with the reservation and she had the option to cancel the
reservation at no cost within 4 hours of submitting her reservation.
We appreciate the time and attention your office has
given to this matter.
Sincerely,
[redacted]
[redacted]
[redacted] [redacted]Dear Sirs: This is in response to the rebuttal we received regarding the above referenced booking number. In the complaint [redacted] is requesting that the airline refund her in full.As we have explained in our previous rebuttal that on July [redacted] or someone on her behalf went on our website and submitted a round trip reservation from Raleigh Durham, North Carolina to Miami, Florida. The reservation was booked without the assistance of one of our Customer Care Agents and it is the responsibility of the person making the reservation to make sure they read all necessary and important information.Listed in our Terms and Conditions “Most airline tickets are 100% non-refundable and non-transferable. If you wish to exchange the tickets for new dates or routing any and all changes made to the itinerary are restricted and subject to airline penalties and any fare difference”. On August [redacted] called our customer care department requesting that her reservation be cancelled since she would not be traveling due to [redacted]. She was advised that the reservation could be cancelled but based on the airline rules her ticket was non-refundable and t she would hold a credit with [redacted] for the ticket value. Before the reservation was cancelled the following email was sent. Email Content: Dear [redacted]We've received your cancellation request for booking (#[redacted]) for passenger(s):Name :[redacted]Name [redacted]A $0.00 cancellation fee will be charged on the account you provided, once the cancellation is confirmed.Once the booking is canceled, you will have a $500.40 credit with [redacted], valid for one year from the original date of issue: 07/**/2016.A few notes about your airline credit: All travel must be completed on or before, 07/**/2017, and is only valid for travel on [redacted]. All changes are subject to availability and airline fare rules. When you use the credit, there will be an airline penalty of $200.00 per person, plus any applicable fare difference. This credit is non-transferable and non-refundable, and may only be used by the person(s) named on the original ticket, regardless of the name on the credit card that purchased the ticket(s).Please be advised that the credit can only be re-booked through our Customer Care team. Please do not contact your airline(s) directly to redeem your credit.Thank you,Web Site NameCustomer ServiceOnce authorization was received from [redacted] the reservation was cancelled. At no time was [redacted] advised that she would receive a full refund.Our agent did advise that on her behalf a refund request could be submitted to [redacted]’s refund department for consideration and it would solely be up to the airline if they would honor our request.Per [redacted] if either passenger was pregnant and could provide a physician’s letter stating they cannot travel a refund would be approved. At no time was this information provided. Since we do not set airline rules and restrictions and we are not authorized to waive or ignore any individual airline’s policies the credit stands and she and she will be subject to all the airline rules and restrictions.We would also like to advise the Revdex.com that as a gesture of goodwill a refund was processed in the amount of $65.90 for our service fees and Travel Assist she was charged when she submitted her reservation.We regret any confusion or frustration encountered by [redacted]. She will need to contact the airline directly to see if they will override their restrictions since they have already denied our request based on their rues and restrictions.We regret any confusion encountered by [redacted] and we appreciate the time and attention your office has given to this matter, and consider this complaint closed. Sincerely,Karen R[redacted]Customer Service Manager
[redacted]Dear [redacted]: This is in response to the complaint we received regarding the above referenced booking number. In the complaint [redacted] is requesting a refund for nonrefundable tickets. On July **, 2017 [redacted] or someone on...
her behalf went onto our website and submitted a reservation request. . The reservation was booked without the assistance of one of our Customer Care Agents and it is the responsibility of the person making the reservation to make sure they read all necessary and important information.It was at this time she agreed that the tickets she was purchasing were nonrefundable. We received a call later that same day stating that the travel dates had been booked incorrectly. She was advised of the fare for the new dates and authorized a charge of $436.60. Tickets were never issued and she was never charged for the original travel dates. We received a call on July **, 2017 asking about changing the last name for one of the passengers. It had been entered incorrectly when the reservation request was submitted.She was advised that we would have to submit the request to the airline and that it would take some time. We were called on July **, 2017 to check for any update. She was advised that we had no new information on her request but confirmed that she had not been charged for the name change. On July **, 2017 she contacted us advising that she had resolved the name issue directly with the airline. On July **, 2017 we were contacted wanting to cancel the reservation. The caller mentioned being double charged, which we do not show, and her concern with the change of travel dates. We tried to be very clear that we could cancel the reservation but the tickets were nonrefundable according to the rules set by the airline. The reservation was then cancelled without charging any cancellation fee. We regret any confusion or frustration encountered by [redacted] but no refund will be offered. We appreciate the time and attention your office has given to this matter. Sincerely,Karen R[redacted]Customer Service Manager
Revdex.com:
s canceled his flight last minute, were rude on the [phone and do not want to reimburse? At this point there is a huge lawsuit waiting to happen. I am expecting a full refund within next 5 business days. If you need credit card info please let me know and if you need my husband to open a complaint, no problem, we will get to the bottom of this and believe me, cheapoair got super negative feed back from me on every possible site
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
This answer is unacceptable. I opened complain on behalf of my husband [redacted], his credit card is on file. Cheapoair is messed up scam. I can have my husband put in exact same complaint. What difference does it make? This s
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
As my travel agency, they should take some responsibilty to provide correct information when I call them about my father's problem with the flight on 2/*/16. when I spoke to the agent that time of cheapoair, the suggested that I buy another ticket rather than helping me by giving showing me the right direction. Now everyone is telling me, including the cheapoair agents that Emirates or Jet blue was supposed to change my ticket to the next flight for free as the weather cancellation policy requires them to do that. however, when I called cheapoair that day on 2/*/16, the agent did not tell me that. He stated that I should buy a ticket and pay the whole new payment of $1710. How could the be so misinformed and then also misinform me? It's weird that they don't want to take any responsibility about this. how much longer I need to wait? every time I call them they say someone will contact emirates and let me know about it. They keep telling me not to call emirates directly. It's been 6 months. Why is no one at Cheapoair not trying to expediate this case even after my several requests for expediation.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted]
[redacted] [redacted]
[redacted] [redacted] [redacted] [redacted]
Dear Sirs:
This is in response to
the complaint we received regarding the above booking number. In the complaint [redacted] is requesting she
be allowed to utilize her credit.
We would like to advise
the Revdex.com that she was contacted by one of our customer care
agents regarding her request. New flight options were offered and accepted and her
credit was used to purchase the new tickets.
We appreciate the time and attention your office
has given to this matter.
Sincerely,
Karen R[redacted]
Customer Service Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
This is a continuation of a previous Revdex.com complaint ID [redacted] against Fareportal Inc. which was handled by [redacted] at the Revdex.com. The previous complaint is currently closed, however it is a good reference providing information that also leads up to this complaint. Karen R[redacted] at Fareportal, Inc. confirmed on 2/**/17 in the previous complaint that my airline booking number [redacted] has been canceled. I called the airline ([redacted]) directly and they also confirmed that the booking has been canceled. Since the booking was made on 12/**/16 and Fareportal aka OneTravel.com made it impossible for me to cancel having been on hold on the phone for well over an hour, I had disputed the charge of $57.55 with my credit card company and I got a refund for that amount. I was unaware that another charge made by One Travel was being investigated by my credit card company until a few days ago when my credit card company advised me that an additional charge of $407.56 was also part of the dispute investigation. This amount was eventually paid to Fareportal Inc. last week (week of Feb **). Fareportal has therefore just received payment for the booking that they had already confirmed was canceled. I called Fareportal's customer service number only to be told that I need to speak with someone in Collections. I received a call from someone in Collections only to be told that she could not help me and I will be contacted by someone else regarding the $407.56 charge. As of today, I have yet to get a call from the 3rd person at Fareportal regarding my refund. Fareportal Inc makes it extremely difficult for customers to fix issues or get refunds, so I am asking Revdex.com to assist me in getting my refund of $407.56 for a booking that Fareportal has clearly confirmed is canceled. Thank youI would like Fareportal aka OneTravel.com to refund me $407.56 for a booking that they confirmed is canceled.
Sincerely,
[redacted]