[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$(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***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 Mediator, while I do appreciate that the business is trying to help (after such a long delay) to get me some refund, I don't understand why the amount is only $472.40.My first ticket price was $that I paid to cheaoairthen I had to buy another ticket with $from cheapoair for no good reason.I should get the refund of $1710, not $472.40.If not $1710, then I should at least get the price of my original ticket back which we never even used ($1175)$is totally unacceptableI don't understand why they are mentioning that price after all these months.Please consider my request.Thanks, [redacted] *** In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
June **, Revdex.com [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 a refund for $since the name she submitted via our online website was incorrect 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 credit may take up to business days to appear on her credit card statement We regret any confusion or frustrations [redacted] encountered and we appreciate the time and attention your office has given to this matter 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: [Your Answer Here] I have all the evidence of phone calls recorded and of them saying they onky called back so I wouldnt write a bad review I also have every picture where I was put on hold for almost minsi also was double booked through your site before proving their is a problem with your site and in response I had to use the tickets asi already had hotels booked and as I stated I did not choose those datesthis company has been very rude on [redacted] and I have witnesses to confirm this everyytime I write a review on there page they erase it they dont want customers seing what a bad company they are if they will not correct this matter I wiould like to continuethe process and file a lawsuit and get the media involved thiscompany cares nothing about their customers as I have been one for years ive also included pictures of how they say theyre going to get back to u and I never heard anything even after a week In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
[redacted] Dear Sirs: This is in response to the rebuttal we received regarding the above referenced booking numberIn the complaint [redacted] is requesting a refund in the amount of $1, We would like to advise the Revdex.com that the on June ***, 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 062017, in the amount of USD 1468.14.Additional refund(s) if any may not be credited back within same time frameThese transactions will appear separately on your credit card statement.Please be advised your credit may take up to 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 matterSincerely,Karen R***Customer Service Manager
July **, Better Business Bureau [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 a refund for a ticket she purchased via our online website On June [redacted] or someone on her behalf went onto our website and submitted a round trip reservation from [redacted] to [redacted] Enclosed is what we call our “payment page” This is what was shown to her prior to booking the reservation When a request is submitted our website is designed to show travelers the least expensive flights available between the two cities As you can see alternate dates were offered (see attachment 1) She was also 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 govtand our service fees and taxes are included in the total ticket cost, however, tickets mew be refunded within four hours from the time of purchase at no coat and within twenty-four (24) hours of the time of purchase with a fee.” Once the reservation was confirmed a booking email was sent (see attachment 2) which again advised that alternate dates were confirmed We would also like to advise the Revdex.com that [redacted] was contacted by one of our customer care supervisors She informed our supervisor that she had traveled on the tickets issued on the alternate dates We regret any confusion encountered by [redacted] but no other refund or compensation will be offered since she elected to use the tickets issued We appreciate the time and attention your office has given to this matter Sincerely, Karen R***Customer Service Manager [redacted]
[redacted] Dear [redacted] : This is in response to the complaint we received regarding the above referenced booking numberIn the complaint [redacted] is requesting a refund due to a cancelled flight On December *, 2016, [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 Conditions under Airline Schedule Changes.“All Airlines have differing rules and policies regarding schedule changes, which are beyond our control.Due to the operational needs of each airline, changes are often made to the flights that they are currently operatingOften these changes are a prediction of travel needs for a future dates but can also reflect same day changesTypes of changes could be: flight number changes, time changes, routing, date changes and or cancellationsCancellations include when an airline has stopped or temporarily canceled service to certain cities, or stopped service on certain days of the week It is always important for the customer to reconfirm their flights with the airlines to hours prior to departure, especially if they are already travelingYou should periodically check emails for updates regarding flight schedules and respond in a timely manner.CheapOair does not assume any liability whatsoever for cancelled flights, flights that are missed, or flights not connecting due to any scheduled changes made by the airlines”The airline cancelled their flight very late the night before his early morning scheduled departureWhen [redacted] contacted our agent he was advised that he would need to work directly with the airlineThey were responsible for reprotecting him onto another flight to reach his destination He will need to contact them for any refund or compensation he is requesting He also had purchased travel insurance so he may want to contact the insurance company to see if his concerns would be covered by the policy he purchasedWe regret any confusion or frustration encountered by [redacted] but no refund will be offered based on the above information.We appreciate the time and attention your office has given to this matterSincerely,Karen R***Customer Service Manager
[redacted] ** [redacted] Dear [redacted] : This is in response to the complaint we received regarding the above reservation In his complaint [redacted] is requesting a refund for tickets he purchased 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-transferableIf you wish to exchange the tickets for new dates or routing any and all changes made to the itinerary are restricted and subject to airlines rules and restrictions” In this case he would have been subject to the airline change fees and any fare difference At the time any changes were made to his reservation he would have to pay the fees and fare difference required by the airline, he then would have to submit a claim to the insurance company to recover these charges If he is now requesting a refund for the tickets he will need to contact [redacted] (see attachment) directly at ###-###-#### under Plane Number *** We regret any confusion encountered by [redacted] and offer our condolences to him and to his family We appreciate the time and attention your office has given to this matter Sincerely, Karen R [redacted] Customer Service Manager [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 reservationThe 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 ***) for the country through which they are transiting and/or enteringReliable 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 throughCheapOair 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 destinationTraveler understands that CheapOair accepts no responsibility for determining passenger's eligibility to enter or transit thru any specific countryInformation 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 matterSincerely,Karen R***Customer Service Manager
[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] 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 govtand our service fees and taxes are included in the total ticket cost” On June ***, [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 ***, 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] AirlinesIn order to approach [redacted] Airlines for a waiver, they require a reasonable reason for the extension and any supporting documentsPlease 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 sheetPlease 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 ticketWe 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***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 her complaint [redacted] is requesting a refund since she stated she was overcharged [redacted] or someone on her behalf went on our website and submitted a one way reservation The reservation was booked without the assistance of one of our Customer Service Agents and it is the responsibility of the person making the reservation to make sure they read all necessary and important information (see attachment) If [redacted] feels that she was charged anything other than advised based on the confirmation she received she will need to contact our Billing Department at ###-###-#### and one of our agents will be able to assist We appreciate the time and attention your office has given to this matter Sincerely, Karen R***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 information as to why her reservation was cancelled [redacted] states that she received a confirmation with a booking number and itinerary This was a booking confirmation showing that her request for a reservation had been received and that ticket issuance was pending The [redacted] email confirmation is NOT the contractual acceptance of the Booking, but merely an acknowledgement that we have received the requestAs per our Terms and Conditions “In order to provide you further safety, when certain transactions are determined to be high-risk by our systems, we will not process such transactions unless our credit card verification team has determined that it’s safe to process themIn order to establish validity of such transactions, we may contact you”.MsMeyer’s reservation was marked as a high-risk and several emails were sent advising:Email [redacted] [redacted] [redacted] *** [redacted] [redacted] ***
[redacted] [redacted] Dear [redacted] :This is in response to the complaint we received regarding the above booking number In her complaint [redacted] is requesting that her reservation be cancelled without being charged the cancellation feeWe have spoken with [redacted] and advised that a refund of the $USD charge is being processedWe regret any confusion or frustration encountered by [redacted] and we appreciate the time and attention your office has given this matter Sincerely,Karen R***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 *, and submitted a reservation requestShe 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 needsShe 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 dateThis is shown below as attachment 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 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 reservationAt 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 investigationOnce they have completed their research they will advise [redacted] of their determinationWe regret any inconvenience or frustration encountered by [redacted] and appreciate the time and attention your office has given to this matter.Thank youKaren R***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 Sincerely, [redacted] ***
[redacted] [redacted] Dear [redacted] : This is in response to the complaint we received regarding the above mentioned booking number She is looking for a refund of fees for the airline tickets purchased through our website When she contacted our office she was advised that a refund of $would be processed for herShe was also advised that it would come as two separate refunds, one for $and one for $ [redacted] has now been sent email confirmations that the refunds have been completed.We regret any inconvenience or frustration encountered by [redacted] and appreciate the time and attention your office has given to this matter Sincerely,Karen R***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 responseUnfortunately 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 easierAnd at this point somehow, price went up So its seems either of two things happened the booking was not made initially which is highly unlikely since you would not be able to work, or 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: Based on the statement that Cheapoair send as answer: “ [redacted] ”Which is different than what airline is telling me by Email and over the phone, airline throw the Email said :” [redacted] ” and email is available and I also forward it to Cheapaor customer service 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: This issue doesnt relate to meI am not [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
July **, 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 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***Customer Service Manager [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$(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***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 Mediator, while I do appreciate that the business is trying to help (after such a long delay) to get me some refund, I don't understand why the amount is only $472.40.My first ticket price was $that I paid to cheaoairthen I had to buy another ticket with $from cheapoair for no good reason.I should get the refund of $1710, not $472.40.If not $1710, then I should at least get the price of my original ticket back which we never even used ($1175)$is totally unacceptableI don't understand why they are mentioning that price after all these months.Please consider my request.Thanks, [redacted] *** In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
June **, Revdex.com [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 a refund for $since the name she submitted via our online website was incorrect 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 credit may take up to business days to appear on her credit card statement We regret any confusion or frustrations [redacted] encountered and we appreciate the time and attention your office has given to this matter 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: [Your Answer Here] I have all the evidence of phone calls recorded and of them saying they onky called back so I wouldnt write a bad review I also have every picture where I was put on hold for almost minsi also was double booked through your site before proving their is a problem with your site and in response I had to use the tickets asi already had hotels booked and as I stated I did not choose those datesthis company has been very rude on [redacted] and I have witnesses to confirm this everyytime I write a review on there page they erase it they dont want customers seing what a bad company they are if they will not correct this matter I wiould like to continuethe process and file a lawsuit and get the media involved thiscompany cares nothing about their customers as I have been one for years ive also included pictures of how they say theyre going to get back to u and I never heard anything even after a week In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
[redacted] Dear Sirs: This is in response to the rebuttal we received regarding the above referenced booking numberIn the complaint [redacted] is requesting a refund in the amount of $1, We would like to advise the Revdex.com that the on June ***, 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 062017, in the amount of USD 1468.14.Additional refund(s) if any may not be credited back within same time frameThese transactions will appear separately on your credit card statement.Please be advised your credit may take up to 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 matterSincerely,Karen R***Customer Service Manager
July **, Better Business Bureau [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 a refund for a ticket she purchased via our online website On June [redacted] or someone on her behalf went onto our website and submitted a round trip reservation from [redacted] to [redacted] Enclosed is what we call our “payment page” This is what was shown to her prior to booking the reservation When a request is submitted our website is designed to show travelers the least expensive flights available between the two cities As you can see alternate dates were offered (see attachment 1) She was also 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 govtand our service fees and taxes are included in the total ticket cost, however, tickets mew be refunded within four hours from the time of purchase at no coat and within twenty-four (24) hours of the time of purchase with a fee.” Once the reservation was confirmed a booking email was sent (see attachment 2) which again advised that alternate dates were confirmed We would also like to advise the Revdex.com that [redacted] was contacted by one of our customer care supervisors She informed our supervisor that she had traveled on the tickets issued on the alternate dates We regret any confusion encountered by [redacted] but no other refund or compensation will be offered since she elected to use the tickets issued We appreciate the time and attention your office has given to this matter Sincerely, Karen R***Customer Service Manager [redacted]
[redacted] Dear [redacted] : This is in response to the complaint we received regarding the above referenced booking numberIn the complaint [redacted] is requesting a refund due to a cancelled flight On December *, 2016, [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 Conditions under Airline Schedule Changes.“All Airlines have differing rules and policies regarding schedule changes, which are beyond our control.Due to the operational needs of each airline, changes are often made to the flights that they are currently operatingOften these changes are a prediction of travel needs for a future dates but can also reflect same day changesTypes of changes could be: flight number changes, time changes, routing, date changes and or cancellationsCancellations include when an airline has stopped or temporarily canceled service to certain cities, or stopped service on certain days of the week It is always important for the customer to reconfirm their flights with the airlines to hours prior to departure, especially if they are already travelingYou should periodically check emails for updates regarding flight schedules and respond in a timely manner.CheapOair does not assume any liability whatsoever for cancelled flights, flights that are missed, or flights not connecting due to any scheduled changes made by the airlines”The airline cancelled their flight very late the night before his early morning scheduled departureWhen [redacted] contacted our agent he was advised that he would need to work directly with the airlineThey were responsible for reprotecting him onto another flight to reach his destination He will need to contact them for any refund or compensation he is requesting He also had purchased travel insurance so he may want to contact the insurance company to see if his concerns would be covered by the policy he purchasedWe regret any confusion or frustration encountered by [redacted] but no refund will be offered based on the above information.We appreciate the time and attention your office has given to this matterSincerely,Karen R***Customer Service Manager
[redacted] ** [redacted] Dear [redacted] : This is in response to the complaint we received regarding the above reservation In his complaint [redacted] is requesting a refund for tickets he purchased 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-transferableIf you wish to exchange the tickets for new dates or routing any and all changes made to the itinerary are restricted and subject to airlines rules and restrictions” In this case he would have been subject to the airline change fees and any fare difference At the time any changes were made to his reservation he would have to pay the fees and fare difference required by the airline, he then would have to submit a claim to the insurance company to recover these charges If he is now requesting a refund for the tickets he will need to contact [redacted] (see attachment) directly at ###-###-#### under Plane Number *** We regret any confusion encountered by [redacted] and offer our condolences to him and to his family We appreciate the time and attention your office has given to this matter Sincerely, Karen R [redacted] Customer Service Manager [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 reservationThe 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 ***) for the country through which they are transiting and/or enteringReliable 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 throughCheapOair 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 destinationTraveler understands that CheapOair accepts no responsibility for determining passenger's eligibility to enter or transit thru any specific countryInformation 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 matterSincerely,Karen R***Customer Service Manager
[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] 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 govtand our service fees and taxes are included in the total ticket cost” On June ***, [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 ***, 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] AirlinesIn order to approach [redacted] Airlines for a waiver, they require a reasonable reason for the extension and any supporting documentsPlease 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 sheetPlease 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 ticketWe 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***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 her complaint [redacted] is requesting a refund since she stated she was overcharged [redacted] or someone on her behalf went on our website and submitted a one way reservation The reservation was booked without the assistance of one of our Customer Service Agents and it is the responsibility of the person making the reservation to make sure they read all necessary and important information (see attachment) If [redacted] feels that she was charged anything other than advised based on the confirmation she received she will need to contact our Billing Department at ###-###-#### and one of our agents will be able to assist We appreciate the time and attention your office has given to this matter Sincerely, Karen R***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 information as to why her reservation was cancelled [redacted] states that she received a confirmation with a booking number and itinerary This was a booking confirmation showing that her request for a reservation had been received and that ticket issuance was pending The [redacted] email confirmation is NOT the contractual acceptance of the Booking, but merely an acknowledgement that we have received the requestAs per our Terms and Conditions “In order to provide you further safety, when certain transactions are determined to be high-risk by our systems, we will not process such transactions unless our credit card verification team has determined that it’s safe to process themIn order to establish validity of such transactions, we may contact you”.MsMeyer’s reservation was marked as a high-risk and several emails were sent advising:Email [redacted] [redacted] [redacted] *** [redacted] [redacted] ***
[redacted] [redacted] Dear [redacted] :This is in response to the complaint we received regarding the above booking number In her complaint [redacted] is requesting that her reservation be cancelled without being charged the cancellation feeWe have spoken with [redacted] and advised that a refund of the $USD charge is being processedWe regret any confusion or frustration encountered by [redacted] and we appreciate the time and attention your office has given this matter Sincerely,Karen R***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 *, and submitted a reservation requestShe 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 needsShe 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 dateThis is shown below as attachment 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 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 reservationAt 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 investigationOnce they have completed their research they will advise [redacted] of their determinationWe regret any inconvenience or frustration encountered by [redacted] and appreciate the time and attention your office has given to this matter.Thank youKaren R***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 Sincerely, [redacted] ***
[redacted] [redacted] Dear [redacted] : This is in response to the complaint we received regarding the above mentioned booking number She is looking for a refund of fees for the airline tickets purchased through our website When she contacted our office she was advised that a refund of $would be processed for herShe was also advised that it would come as two separate refunds, one for $and one for $ [redacted] has now been sent email confirmations that the refunds have been completed.We regret any inconvenience or frustration encountered by [redacted] and appreciate the time and attention your office has given to this matter Sincerely,Karen R***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 responseUnfortunately 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 easierAnd at this point somehow, price went up So its seems either of two things happened the booking was not made initially which is highly unlikely since you would not be able to work, or 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: Based on the statement that Cheapoair send as answer: “ [redacted] ”Which is different than what airline is telling me by Email and over the phone, airline throw the Email said :” [redacted] ” and email is available and I also forward it to Cheapaor customer service 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: This issue doesnt relate to meI am not [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
July **, 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 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***Customer Service Manager [redacted]