This is in response to the complaint we received
regarding the above referenced booking number. In the complaint [redacted] is stating her concerns regarding
the schedule change to her reservation.
The airlines
make changes to their schedule for many different reasons. When their changes
affect reservations held by our customers we are generally notified and then
try to notify our customers. In this
case notification was received on November * and our records show an email was
sent to the customer and we received acceptance of the change that same day.
In speaking with
[redacted] she has advised our office that she did not receive that notification
and so she did not accept the change. We
will be looking into that. Flights on
both reservations have now been changed to her satisfaction.
We regret any confusion or frustration encountered by [redacted] and
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:
[Your Answer Here]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Not one time was I advised nothing. I made my reservations online and I talked to no one, so How can I be advised!!! If you can't make changes then you should not have call to make changes on your page. Your page is misleading.
[redacted]Dear Sirs: This is in response to the complaint we received regarding the above referenced booking number. In the complaint [redacted] is requesting that the airline either refund her in full or waive their reissue fee.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. Please understand that we do not set airline rules and restrictions and we are not authorized to waive or ignore any individual airline’s policies.The reservation was cancelled and 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 ServiceShe than asked if the $200.00 airline fee could be waived. She was informed that a request would be submitted to [redacted] Airways since we are not authorized to waive or ignore any airline policy.Our request was denied and [redacted] was advised to contact [redacted]’ customer relations directly.We regret any confusion or frustration encountered by [redacted] but in order to utilize her credit she will be subject to all airline rules and restrictions.We appreciate the time and attention your office has given to this matter. Sincerely,Karen R[redacted]Customer Service Manager
[redacted] [redacted]
[redacted]Dear [redacted]: This is in response to the complaint we received regarding the above referenced...
booking number. In her complaint [redacted] is requesting a refund in the amount of $ 832.72 for a reservation she submitted via our online website.We would like to advise the Revdex.com that a refund request has been submitted to our Accounts Payable Department for the amount she requested. The refund will either be processed back to the original credit card used or in the form of a check. If by check it will be sent to billing address provided when she submitted her reservation.[redacted]We regret any confusion encountered by [redacted] and please understand to complete this process may take up to 30 days. 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:
Prove this: "We contacted his bank and were advised by their representative Zaila that he must be on the call with our representative and the bank representative if any verification was to be done. "When I spoke with a representative of my credit card company in the hour after receiving the first phone call by CheapOair, I was told that no one had contacted them. So it is your word vs. mine, which is getting us nowhere.
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:
[It
is obviously clear that Karen the customer services manager prefers to be smart
rather than to be honest. On contrary to her poor analysis, her bad comments
and her wrong decision, the concern department who knew that there was a
mistake that has to be handled professionally, wrote to inform me that the refund
of the disputed amount was processed and is going to be credited to my account in
14 days as per the attached email.
I have no further claim to this complaint. Thanks
to those who have been part of the solution and many thanks to you all for
fighting hardly against customer abuses.
Best Regards]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
March **, 2016
[redacted] [redacted]
This is in response to
the complaint we received regarding the above...
referenced booking number. In his complaint [redacted] wants to change
his reservation since the name he submitted was incorrect.
Prior to submitting the
reservation he stated that he had read and understood our Terms and
Conditions. 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.
He was also
advised “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.
[redacted]
has been advised that he would need to provide copy of the passenger’s passport
and once received as a courtesy a requested would be submitted to the airline
for the name change.
We 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]
January **, 2016
[redacted] [redacted] Booking Number [redacted]
Dear [redacted]:
This
is in response to...
the complaint we received regarding the above referenced booking
number. In his complaint [redacted] is
requesting a refund for a non-refundable ticket he purchased via our online
website.
On January
[redacted] or someone on his behalf went on our website and
submitted a 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 Conditions. Listed in our
Terms and Conditions “All airline tickets are 100%
non-refundable and non-transferable.
When [redacted] contacted our customer care he was advised that
the reservation could be cancelled but would be subject to all airline rules
and restrictions (see attachment).
Please understand we do not set airline rules or restrictions and
are not authorized to waive any airline’s policy.
In regards to his charges [redacted] was
informed in our Terms and Conditions your
credit/debit card may be billed in multiple charges totaling the final total
price.
We regret any confusion encountered by [redacted] but no refund
will be offered and if he chooses to use his credit he will be subject to all airline
rules and restrictions.
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 latest rebuttal 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. In our previous replies we have shown that [redacted] chose the flights that tickets were issued for and when she called she was advised of the policies and fees for cancelling or changing airline reservations. She chose to do neither. The rules set by the airline apply. We advise once again that [redacted] has disputed the charge with her credit card company. Once they have completed their research they will advise [redacted] of their determination. We appreciate the time and attention your office has given to this matter. Thank youKaren R[redacted]Customer Service
December **, 2015
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted]
Dear Brenda M[redacted]:
This is in response to
the...
complaint we received regarding the above referenced booking number. In his complaint [redacted] wants to change his
reservation since the date he submitted was incorrect (see attachment).
Prior to submitting the reservation
he stated that he had read and understood our Terms and Conditions. Listed in our Terms and Condition “All
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.”
“Any and all changes
made to the itinerary are restricted and are subject to airline fare rules,
whichever is more restrictive; most of our tickets do not allow any date or
name changes after the booking is completed. “
Our system is not set up
to allow passengers to change their reservation by accessing their account
since all changes need to be processed by one of our customer care agents
On December [redacted]
when [redacted] contacted our customer care department he was advised the above information
and in order to change his reservation there would be an additional amount due
of $372.00 fare difference and the airline penalty of $150.00 which he
declined.
Please understand that we
at CheapOair due not set airline rules and restrictions and we are not
authorized to waive any individual airline’s policy.
We regret any confusion encountered by [redacted] and if he wants to
change his reservation he will be subject to all airline rules and
restrictions.
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]
Dear [redacted]:
This
is in response to the complaint...
we received regarding the above referenced booking
number. In his complaint he states that
he received a message advising that our system would not allow him to book a
reservation for his father since an existing reservation was located.
Our
records indicate that on October [redacted] a reservation was submitted
for [redacted] from Quito, Ecuador to Cuenca, Ecuador departing October [redacted]
at a rate of C$121.93 (see attachment)
We
apologize for any rude or unprofessional behavior that may have been displayed
by our agents that he described in his complaint. We take our customer service seriously and do
not tolerate any such behavior by our staff.
His concerns have been submitted to senior management and appropriate
action will be taken.
We 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]
RE:
[redacted] /Rebuttal Case [redacted] Booking Number [redacted]
Dear [redacted]:
This is in response to
the rebuttal we received regarding the above referenced booking number. In the rebuttal [redacted] is requesting verification
that his refunds were processed.
Please see the
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, [redacted]
The refund was processed
back to the original credit card used when the reservation was submitted and may
take up to 14 business days to appear on his credit card statement.
We appreciate
the time and attention your office has given to this matter.
Sincerely,
Karen R[redacted]Customer Service Manager[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:
[Your Answer Here] The credit card company did respond and they told me that you provided your terms and conditions and they denied my claim. Unfortunately, these charges happened based on your company saying I selected seats and were convenience fee charges. I did not select the seats and was given the seats at the airport by the carrier. They said I must go through you for the refund. Please provide that to me so I can move on with my life.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
August **, 2016
[redacted] [redacted]Dear [redacted]: This is in response to the complaint we received regarding the above referenced booking number....
In her complaint [redacted] is requesting a refund for the tickets she purchased due to an airline schedule change. Prior to submitting her reservation listed in our Terms and Conditions “Due to the operational needs of each airline, changes are often made to the flights that they are currently operating. Often these changes are a prediction of travel needs for a future dates but can also reflect same day changes. Types of changes could be: flight number changes, time changes, routing, date changes and or cancellations. Cancellations include when an airline has stopped or temporarily canceled service to certain cities, or stopped service on certain days of the week. CheapOair does not assume any liability due to any scheduled changes made by the airlines. On June [redacted] the following email was sent (see attachment) advising changes were made by the airline and please review the changes.Later that day [redacted] called our customer care department to review the change. The agent recapped the changes and sent any updated itinerary (see attachment). The agent did advise that the return date was for August [redacted]. We regret any confusion or frustration encountered by [redacted] but no refund will be offered since based on our records she was advised of the changes made by the airline and an updated itinerary was provided.We appreciate the time and attention your office has given to this matter. 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 her complaint she is stating her concerns regarding fees charged for changes or cancellation within 24...
hours. [redacted] or someone on her behalf went onto our website on August **, 2017 and submitted a reservation request. The reservation was booked without the assistance of one of our Customer Service agents. It is the responsibility of the person making the reservation to make sure they read all necessary and important information. Before purchasing the ticket she agreed to our terms and conditions, part of which state:[redacted]When she called our office she advised that she had entered the name of the passenger incorrectly and asked that the name be changed. She was advised that a fee would be charged so she then asked about cancelling the reservation. She was advised that a fee would be charged, as she had agreed to when submitting the reservation request. After speaking with our agents, the original ticket was voided and a new ticket was issued without any additional fees being charged. When our customers go onto our website and submit a reservation request they enter their information on what we call the payment page. Part of the payment page filled out by [redacted] is shown as attachment 1. At the top of the page are the flights they have selected for them to review to be sure they are exactly what they want. They are then asked for passenger and finally billing information. They are asked several times during the process to review the information to be sure everything is correct. They are also advised that tickets can be cancelled within 24 hours but a fee will be charged.We appreciate the time and attention your office has given to this matter.Sincerely,Karen [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:
I would just like to ask you kindly if you can just give me the price I paid for before instead of me refunding the cancellation fees, since you said you can't do anything about that. because I saw this weekend that the airline ticket price are just the same or lower than the first price that I paid for. see attachments. that's all I am asking.I paid alot for those thickets and I certainly know for sure that I typed in my kids names cause I made a correction on my daughters name I double check because my kids have almost the same 2nd name. and the same thing happened to my parents and brothers when they purchased tickets from your website, the middle name and their last names where interchanged and they paid extra for the name change and in the end they ended up cancelling the ticket the night before they fly because you weren't able to fix the name. same thing I saw on your complaints a couple of people had the same complaints when I started searching if it's not the first time! so I just want a full refund or get the same price I paid for the first time. below is a screen shot I made this saturday. same price as I paid for last april
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:
Back in July we filed a complaint about Cheapoair's horrible business and there was a settlement made that they will be refunding us $786 ( not exactly sure about the number). Some time passed and nothing happened. I called Revdex.com back and was told that Cheapoair has 60 days to refund the money and if that doesn't happen then I can ask for the case to be reopened. Case # is Complaint # [redacted]. i WOULD LIKE MY REFUND THAT WAS PROMISED TO ME BY cHEAPOAIR asap , I HAVE BEEN WAITING FOR 2 MONTHS
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted] [redacted]
Dear [redacted]:
This is in response to
the complaint we received regarding the above referenced...
booking number. In his complaint [redacted] is requesting
that he be allowed to change his reservation and utilize his credit.
Prior to submitting the
reservation he stated that he had read and understood our Terms and
Conditions. 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.
Prior to
cancelling his reservation he was advised the following:
Dear [redacted]
Thank you for choosing
CheapOair.ca
As per our conversation
and as agreed, we have cancelled your Booking Number [redacted] with a $68.00
USD cancellation fee, for passengers
Name :[redacted]Name :[redacted]
You will now have a credit, in the amount of $1071.16
USD, with [redacted] Airline Airlines.
This credit will be valid for one year from the
original date of issue 02/**/2016 all travel must be completed on, or before, 02/**/2017 and is only valid for travel on [redacted].
All changes are subject to availability and
airline fare rules. At the time of rebooking you agree to pay an airline
penalty of $200.00 USD per
person plus fare difference if any. This credit is NON
TRANSFERABLE and NON
REFUNDABLE , it 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
rebooked through our Customer Service team. You can contact us [redacted] toll free
at [redacted] or [redacted] (if you are calling from outside the U.S.) for
further assistance.
Thank you,
Web Site Name
Customer Service
In this case
since the credit value is higher than the new cost so the difference is
non-refundable. The $C400.00 airline
re-booking fee is a separate fee and cannot be subtracted from the difference.
We regret any confusion encountered by [redacted] and he may
contact [redacted] regarding his credit since we are not authorized to
waive or ignore any airline’s policies.
We appreciate the time
and attention your office has given to this matter.
Sincerely,
Karen R[redacted]
Customer Service Manager
[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:
Dear [redacted],I understand the business response; however, how long do you think I should wait for them to have an answer from the airlines? it has been already more than a month, please advise.Thanks & Regards, [redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted] [redacted]Dear [redacted]: This is in response to the rebuttal we received regarding the above referenced booking number. In the complaint [redacted] is requesting a refund for a non-refundable ticket she purchased via our online website.On September [redacted] or someone on her behalf went on our website and submitted a round trip reservation from Phoenix, Arizona to Phnom Penh, Cambodia departing December [redacted]. 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 [redacted] was requested to “please confirm that the dates and times of flight departures are accurate. Tickets are non-transferable and name changes on tickets are not permitted. Ticket cost for most airlines is non-refundable (see Fare Rules) and our service fees are non-refundable. All our service fees and taxes are included in the total ticket cost”. Please understand that we do not set airline rules and restrictions and we are not authorized to waive or ignore any individual airline’s policies. In order to process her request [redacted] will need to provide her medical documents. This information can either be emailed to [redacted] or faxed to ###-###-#### Attn: Anna.Once this information is received on her behalf a refund request will be submitted to United Airline’s refund department for consideration. The decision to refund all or part of the money [redacted] is seeking will be solely up to the individual airline. This process may take the airline up to 60 days to respond to our request. 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]
Dear Sirs:
This is in response to the complaint we received
regarding the above referenced booking number. In the complaint [redacted] is stating her concerns regarding
the schedule change to her reservation.
The airlines
make changes to their schedule for many different reasons. When their changes
affect reservations held by our customers we are generally notified and then
try to notify our customers. In this
case notification was received on November * and our records show an email was
sent to the customer and we received acceptance of the change that same day.
In speaking with
[redacted] she has advised our office that she did not receive that notification
and so she did not accept the change. We
will be looking into that. Flights on
both reservations have now been changed to her satisfaction.
We regret any confusion or frustration encountered by [redacted] and
appreciate the time and
attention your office has given to this matter.
Sincerely,
Karen R[redacted]
Customer Service
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:
[Your Answer Here]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Not one time was I advised nothing. I made my reservations online and I talked to no one, so How can I be advised!!! If you can't make changes then you should not have call to make changes on your page. Your page is misleading.
[redacted]Dear Sirs: This is in response to the complaint we received regarding the above referenced booking number. In the complaint [redacted] is requesting that the airline either refund her in full or waive their reissue fee.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. Please understand that we do not set airline rules and restrictions and we are not authorized to waive or ignore any individual airline’s policies.The reservation was cancelled and 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 ServiceShe than asked if the $200.00 airline fee could be waived. She was informed that a request would be submitted to [redacted] Airways since we are not authorized to waive or ignore any airline policy.Our request was denied and [redacted] was advised to contact [redacted]’ customer relations directly.We regret any confusion or frustration encountered by [redacted] but in order to utilize her credit she will be subject to all airline rules and restrictions.We appreciate the time and attention your office has given to this matter. Sincerely,Karen R[redacted]Customer Service Manager
[redacted] [redacted]
[redacted]Dear [redacted]: This is in response to the complaint we received regarding the above referenced...
booking number. In her complaint [redacted] is requesting a refund in the amount of $ 832.72 for a reservation she submitted via our online website.We would like to advise the Revdex.com that a refund request has been submitted to our Accounts Payable Department for the amount she requested. The refund will either be processed back to the original credit card used or in the form of a check. If by check it will be sent to billing address provided when she submitted her reservation.[redacted]We regret any confusion encountered by [redacted] and please understand to complete this process may take up to 30 days. 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:
Prove this: "We contacted his bank and were advised by their representative Zaila that he must be on the call with our representative and the bank representative if any verification was to be done. "When I spoke with a representative of my credit card company in the hour after receiving the first phone call by CheapOair, I was told that no one had contacted them. So it is your word vs. mine, which is getting us nowhere.
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:
[It
is obviously clear that Karen the customer services manager prefers to be smart
rather than to be honest. On contrary to her poor analysis, her bad comments
and her wrong decision, the concern department who knew that there was a
mistake that has to be handled professionally, wrote to inform me that the refund
of the disputed amount was processed and is going to be credited to my account in
14 days as per the attached email.
I have no further claim to this complaint. Thanks
to those who have been part of the solution and many thanks to you all for
fighting hardly against customer abuses.
Best Regards]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
March **, 2016
[redacted] [redacted]
This is in response to
the complaint we received regarding the above...
referenced booking number. In his complaint [redacted] wants to change
his reservation since the name he submitted was incorrect.
Prior to submitting the
reservation he stated that he had read and understood our Terms and
Conditions. 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.
He was also
advised “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.
[redacted]
has been advised that he would need to provide copy of the passenger’s passport
and once received as a courtesy a requested would be submitted to the airline
for the name change.
We 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]
January **, 2016
[redacted] [redacted] Booking Number [redacted]
Dear [redacted]:
This
is in response to...
the complaint we received regarding the above referenced booking
number. In his complaint [redacted] is
requesting a refund for a non-refundable ticket he purchased via our online
website.
On January
[redacted] or someone on his behalf went on our website and
submitted a 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 Conditions. Listed in our
Terms and Conditions “All airline tickets are 100%
non-refundable and non-transferable.
When [redacted] contacted our customer care he was advised that
the reservation could be cancelled but would be subject to all airline rules
and restrictions (see attachment).
Please understand we do not set airline rules or restrictions and
are not authorized to waive any airline’s policy.
In regards to his charges [redacted] was
informed in our Terms and Conditions your
credit/debit card may be billed in multiple charges totaling the final total
price.
We regret any confusion encountered by [redacted] but no refund
will be offered and if he chooses to use his credit he will be subject to all airline
rules and restrictions.
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 latest rebuttal 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. In our previous replies we have shown that [redacted] chose the flights that tickets were issued for and when she called she was advised of the policies and fees for cancelling or changing airline reservations. She chose to do neither. The rules set by the airline apply. We advise once again that [redacted] has disputed the charge with her credit card company. Once they have completed their research they will advise [redacted] of their determination. We appreciate the time and attention your office has given to this matter. Thank youKaren R[redacted]Customer Service
December **, 2015
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted]
Dear Brenda M[redacted]:
This is in response to
the...
complaint we received regarding the above referenced booking number. In his complaint [redacted] wants to change his
reservation since the date he submitted was incorrect (see attachment).
Prior to submitting the reservation
he stated that he had read and understood our Terms and Conditions. Listed in our Terms and Condition “All
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.”
“Any and all changes
made to the itinerary are restricted and are subject to airline fare rules,
whichever is more restrictive; most of our tickets do not allow any date or
name changes after the booking is completed. “
Our system is not set up
to allow passengers to change their reservation by accessing their account
since all changes need to be processed by one of our customer care agents
On December [redacted]
when [redacted] contacted our customer care department he was advised the above information
and in order to change his reservation there would be an additional amount due
of $372.00 fare difference and the airline penalty of $150.00 which he
declined.
Please understand that we
at CheapOair due not set airline rules and restrictions and we are not
authorized to waive any individual airline’s policy.
We regret any confusion encountered by [redacted] and if he wants to
change his reservation he will be subject to all airline rules and
restrictions.
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]
Dear [redacted]:
This
is in response to the complaint...
we received regarding the above referenced booking
number. In his complaint he states that
he received a message advising that our system would not allow him to book a
reservation for his father since an existing reservation was located.
Our
records indicate that on October [redacted] a reservation was submitted
for [redacted] from Quito, Ecuador to Cuenca, Ecuador departing October [redacted]
at a rate of C$121.93 (see attachment)
We
apologize for any rude or unprofessional behavior that may have been displayed
by our agents that he described in his complaint. We take our customer service seriously and do
not tolerate any such behavior by our staff.
His concerns have been submitted to senior management and appropriate
action will be taken.
We 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]
July **, 2015
Revdex.com[redacted] [redacted]
RE:
[redacted] /Rebuttal Case [redacted] Booking Number [redacted]
Dear [redacted]:
This is in response to
the rebuttal we received regarding the above referenced booking number. In the rebuttal [redacted] is requesting verification
that his refunds were processed.
Please see the
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, [redacted]
The refund was processed
back to the original credit card used when the reservation was submitted and may
take up to 14 business days to appear on his credit card statement.
We appreciate
the time and attention your office has given to this matter.
Sincerely,
Karen R[redacted]Customer Service Manager[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:
[Your Answer Here] The credit card company did respond and they told me that you provided your terms and conditions and they denied my claim. Unfortunately, these charges happened based on your company saying I selected seats and were convenience fee charges. I did not select the seats and was given the seats at the airport by the carrier. They said I must go through you for the refund. Please provide that to me so I can move on with my life.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
August **, 2016
[redacted] [redacted]Dear [redacted]: This is in response to the complaint we received regarding the above referenced booking number....
In her complaint [redacted] is requesting a refund for the tickets she purchased due to an airline schedule change. Prior to submitting her reservation listed in our Terms and Conditions “Due to the operational needs of each airline, changes are often made to the flights that they are currently operating. Often these changes are a prediction of travel needs for a future dates but can also reflect same day changes. Types of changes could be: flight number changes, time changes, routing, date changes and or cancellations. Cancellations include when an airline has stopped or temporarily canceled service to certain cities, or stopped service on certain days of the week. CheapOair does not assume any liability due to any scheduled changes made by the airlines. On June [redacted] the following email was sent (see attachment) advising changes were made by the airline and please review the changes.Later that day [redacted] called our customer care department to review the change. The agent recapped the changes and sent any updated itinerary (see attachment). The agent did advise that the return date was for August [redacted]. We regret any confusion or frustration encountered by [redacted] but no refund will be offered since based on our records she was advised of the changes made by the airline and an updated itinerary was provided.We appreciate the time and attention your office has given to this matter. 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 her complaint she is stating her concerns regarding fees charged for changes or cancellation within 24...
hours. [redacted] or someone on her behalf went onto our website on August **, 2017 and submitted a reservation request. The reservation was booked without the assistance of one of our Customer Service agents. It is the responsibility of the person making the reservation to make sure they read all necessary and important information. Before purchasing the ticket she agreed to our terms and conditions, part of which state:[redacted]When she called our office she advised that she had entered the name of the passenger incorrectly and asked that the name be changed. She was advised that a fee would be charged so she then asked about cancelling the reservation. She was advised that a fee would be charged, as she had agreed to when submitting the reservation request. After speaking with our agents, the original ticket was voided and a new ticket was issued without any additional fees being charged. When our customers go onto our website and submit a reservation request they enter their information on what we call the payment page. Part of the payment page filled out by [redacted] is shown as attachment 1. At the top of the page are the flights they have selected for them to review to be sure they are exactly what they want. They are then asked for passenger and finally billing information. They are asked several times during the process to review the information to be sure everything is correct. They are also advised that tickets can be cancelled within 24 hours but a fee will be charged.We appreciate the time and attention your office has given to this matter.Sincerely,Karen [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:
I would just like to ask you kindly if you can just give me the price I paid for before instead of me refunding the cancellation fees, since you said you can't do anything about that. because I saw this weekend that the airline ticket price are just the same or lower than the first price that I paid for. see attachments. that's all I am asking.I paid alot for those thickets and I certainly know for sure that I typed in my kids names cause I made a correction on my daughters name I double check because my kids have almost the same 2nd name. and the same thing happened to my parents and brothers when they purchased tickets from your website, the middle name and their last names where interchanged and they paid extra for the name change and in the end they ended up cancelling the ticket the night before they fly because you weren't able to fix the name. same thing I saw on your complaints a couple of people had the same complaints when I started searching if it's not the first time! so I just want a full refund or get the same price I paid for the first time. below is a screen shot I made this saturday. same price as I paid for last april
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:
Back in July we filed a complaint about Cheapoair's horrible business and there was a settlement made that they will be refunding us $786 ( not exactly sure about the number). Some time passed and nothing happened. I called Revdex.com back and was told that Cheapoair has 60 days to refund the money and if that doesn't happen then I can ask for the case to be reopened. Case # is Complaint # [redacted]. i WOULD LIKE MY REFUND THAT WAS PROMISED TO ME BY cHEAPOAIR asap , I HAVE BEEN WAITING FOR 2 MONTHS
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted] [redacted]
Dear [redacted]:
This is in response to
the complaint we received regarding the above referenced...
booking number. In his complaint [redacted] is requesting
that he be allowed to change his reservation and utilize his credit.
Prior to submitting the
reservation he stated that he had read and understood our Terms and
Conditions. 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.
Prior to
cancelling his reservation he was advised the following:
Dear [redacted]
Thank you for choosing
CheapOair.ca
As per our conversation
and as agreed, we have cancelled your Booking Number [redacted] with a $68.00
USD cancellation fee, for passengers
Name :[redacted]Name :[redacted]
You will now have a credit, in the amount of $1071.16
USD, with [redacted] Airline Airlines.
This credit will be valid for one year from the
original date of issue 02/**/2016 all travel must be completed on, or before, 02/**/2017 and is only valid for travel on [redacted].
All changes are subject to availability and
airline fare rules. At the time of rebooking you agree to pay an airline
penalty of $200.00 USD per
person plus fare difference if any. This credit is NON
TRANSFERABLE and NON
REFUNDABLE , it 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
rebooked through our Customer Service team. You can contact us [redacted] toll free
at [redacted] or [redacted] (if you are calling from outside the U.S.) for
further assistance.
Thank you,
Web Site Name
Customer Service
In this case
since the credit value is higher than the new cost so the difference is
non-refundable. The $C400.00 airline
re-booking fee is a separate fee and cannot be subtracted from the difference.
We regret any confusion encountered by [redacted] and he may
contact [redacted] regarding his credit since we are not authorized to
waive or ignore any airline’s policies.
We appreciate the time
and attention your office has given to this matter.
Sincerely,
Karen R[redacted]
Customer Service Manager
[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:
Dear [redacted],I understand the business response; however, how long do you think I should wait for them to have an answer from the airlines? it has been already more than a month, please advise.Thanks & Regards, [redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted] [redacted]Dear [redacted]: This is in response to the rebuttal we received regarding the above referenced booking number. In the complaint [redacted] is requesting a refund for a non-refundable ticket she purchased via our online website.On September [redacted] or someone on her behalf went on our website and submitted a round trip reservation from Phoenix, Arizona to Phnom Penh, Cambodia departing December [redacted]. 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 [redacted] was requested to “please confirm that the dates and times of flight departures are accurate. Tickets are non-transferable and name changes on tickets are not permitted. Ticket cost for most airlines is non-refundable (see Fare Rules) and our service fees are non-refundable. All our service fees and taxes are included in the total ticket cost”. Please understand that we do not set airline rules and restrictions and we are not authorized to waive or ignore any individual airline’s policies. In order to process her request [redacted] will need to provide her medical documents. This information can either be emailed to [redacted] or faxed to ###-###-#### Attn: Anna.Once this information is received on her behalf a refund request will be submitted to United Airline’s refund department for consideration. The decision to refund all or part of the money [redacted] is seeking will be solely up to the individual airline. This process may take the airline up to 60 days to respond to our request. We appreciate the time and attention your office has given to this matter. Sincerely,Karen R[redacted]Customer Service Manager