[redacted] *Dear [redacted] :This is in response to the complaint we received regarding the above referenced booking numbers [redacted] is looking for a refund of fees charged when he cancelled airline reservations booked on our website[redacted] or someone on his behalf went onto our website on several different dates and submitted three different reservation requestsThe reservations were 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 There is nowhere on our website which states cancellation is freeAfter [redacted] chose the flights he felt would fit his needs he filled out what we call our payment pageAt the top we show the flights that have been chosenThen we ask for passenger and finally billing informationAt the bottom of the page we advise that reservations can be cancelled within hours of the time of booking for a feeThis is shown as Attachment to this responseYou can see that this same notification shows that he agreed to our terms and conditions before purchasing the ticketsAs shown as Attachment part of these state that he agreed to pay specific fees if cancelling a reservation [redacted] was charged fees to cancel the reservation, as we advised and he agreed to before the tickets were purchasedWhen he contacted us asking about the $fee he was charged a refund of $was offered and is being processedWe have now received notification that he has disputed two of the charges with his credit card companyThey will now be investigating and will advise him of their determinationWe regret any inconvenience or frustration experienced by [redacted] but appreciate the time and attention your office had 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 referenced booking number In her complaint [redacted] is requesting a refund for tickets she purchased due to the death of one of the passengers We would like to advise the Revdex.com that we have submitted all necessary information to the [redacted] (ARC) who handles airline ticket distribution who in turn sent it to Scandinavian Airlines in order to obtain the refund he requested in the amount of $1, The request was submitted today and the airline has up to days to comply and the refund will be processed back to the original form of payment used when the reservation was submittedPlease see screenshot document attached Due to the delay in processing her request a refund has been processed in the amount of $which was our original service fees and what [redacted] was charged when she cancelled her reservation Please see the attached screenshot of our Refund Page below, showing the balance due was processed Below is the date of the request and the Processor Approval Code showing the dollar amount to be removed from our bank, [redacted] Manhattan The credit may take up to business days to appear on his 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]
[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 *** 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 accurateTickets are non-transferable and name changes on tickets are not permittedTicket cost for most airlines is non-refundable (see Fare Rules) and our service fees are non-refundableAll 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 policiesIn 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 days to respond to our request 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 referenced booking number In her complaint [redacted] is requesting a refund for a ticket she purchased due to a medical issue Since, [redacted] elected to purchase Travel Protection Insurance she has been advised that she would need to file a claim directly with the insurance company I have enclosed the information regarding the policy she purchased and she will need to contact TripMate directly at ###-###-#### under Plan Number *** We regret any confusion encountered by [redacted] but no refund will be offered We appreciate the time and attention your office has given to this matter Sincerely, Karen R [redacted] Customer Service Manager [redacted]
[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] mentions concerns with the booking as well as problems at the airportOn June *, [redacted] or someone on her behalf went onto our website and submitted a reservation request No representative from our agency assisted with the bookingWe received a call later that same day asking to change the dates on the reservation She was advised of the fees involved and authorized the changes and chargeAny concerns regarding occurrences at the airport can only be addressed by the airlineWe have been advised by [redacted] Airlines that they show the passengers arrived at the check in kiosk at 6:am and were advised that it was too late to make their flight They were then offered seats on the next available flight but denied that offerWe regret any confusion or frustration encountered by [redacted] but we can offer no refund of fees charged by the airlineShe will need to contact the airline directly for any refund or compensation We appreciate the time and attention your office has given this matter Sincerely,Karen R***Customer Service Manager
[redacted] [redacted] *** [redacted] [redacted] [redacted] Dear [redacted] : This is in response to the rebuttal we received regarding the above booking number In the complaint [redacted] is requesting he be allowed to change the reservation since the dates he submitted were incorrect.We would like to advise the Revdex.com that [redacted] was contacted by one of our customer care agents regarding his requestNew flight options were offered and accepted (see attachment) and his ticket was exchange with the updated flights.We appreciate the time and attention your office has given to this matter.Sincerely,Karen R***Customer Service Manager
[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 he be allowed to change his reservation since he has not received his travel documents We would like to advise the Revdex.com that [redacted] was contacted by one of our customer care supervisors regarding his concerns Base on this information we contacted United Airlines and they advised that [redacted] contacted them and changes were made to his reservation We are sorry for any inconvenience [redacted] encountered and 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: One Travel is unethical and has major flaws on their website and with their customer serviceI purchased a ticket on their website and there was absolutely no indication that the ticket was non-refundable prior to purchasingAttached is a snapshot (example) of what I saw before I purchased the ticketIf you look at the webpage, after selecting flights, the top right corner of the page says " [redacted] " in REDThis was the first indication to me that the ticket was refundable if cancelled within hoursAlso provided in the snapshot is additional information provided on the web page prior to purchasing that supports my understanding that the ticket was refundable.Additional information provided on the same web page (after flights are selected) can be found under the Fare Rules (see attached)Number of the Fare Rules states: Book with Confidence: " [redacted] *** [redacted] "The details for the Fare Rules do mention certain restrictions, however there is no specific mention that Caribbean Airlines tickets are non-refundable, only certain low cost airlinesWhat does that really mean to a customer? Which airlines are low cost airlines? It is very ambiguous and misleading.One Travel mentioned in their response that “ [redacted] *** *** [redacted] ” Once again, how does this translate to a customer? “ [redacted] ” does not specify if the tickets I purchase are included or not included in that clause, which is once again very misleading.One Travel indicated that “ [redacted] ***”I am in no way responsible for any such penalties because of the multiple places on their website which indicated that the ticket was fully refundable within hours.As mentioned previously, my credit card payment was stopped and the ticket has not been paid since One Travel’s handling of this transaction has proven to be questionable and unethicalThe problem here is two fold: (1) One Travel's website led me to believe that my ticket was fully refundable within hours of purchase (as shown in attachments).(2) One Travel's customer service aroused my suspicion when I attempted to cancel the ticket by phone within minutes (within the stated hour window) from the purchase and they had me on hold for over an hour!!! It was easy to purchase the ticket online, but extremely difficult to get someone to assist by phone with the cancellationSince the date of purchase, I have made multiple attempts to cancel the booking via email and telephone and am not willing to spend another hour on hold waiting for their inadequate cancellation department.I am once again requesting that One Travel cancel and remove my booking from their system and this will in turn resolve the dispute I opened with my credit card companyPlease assist in getting this matter resolved In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
May *, [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 she for service fees she was charged by the airline in order to change the names of the passengers She was advised [redacted] *** Once the reservation was submitted the following confirmation was sent (see attachment) As you can see the names entered were all for [redacted] Tickets were issued for the names submitted [redacted] was advised that the airline would refund the ticket but she would be required to pay the airline’s administrative fee Please understand we do not set airline policies We are not authorized to waive or ignore any airlines rules or restrictions We regret any confusion encountered by [redacted] but no refund will be offered since there was no error on our part and per the airline her tickets were subject to all their rules and restrictions We appreciate the time and attention your office has given 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] This company is ridiculousObviously, I'm travlleing to Turkey and transfer in GermanyI'm NOT traveling to GermanyThe following attachment this company gives says the destination is Germany WHICH IS WRONGThey are just trying to play language game here which seems really [redacted] I checked from their website before I purchase the ticket, it recommended me to use this visa search tool and I put exact info into it which shows that I don't need visa as my picture showsThis company's leader has to take responsibility instead of acting like an ***They are not fooling anybody 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 [redacted] states that she has not yet received the refund through PayPal We have contacted PayPal and been advised that the reversal has been completed They have refunded [redacted] and she should now be able to confirm her refund with themWe regret any confusion or frustration encountered by [redacted] and we appreciate the time and attention your office has given to this matterSincerely,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: [Your Answer Here] Why am I being charged $for a flight that was listed at $per passenger, It was not my fault Cheapoair made the mistake not me, cheapoair stated that they were sorry for the mistake and gave me a refund of $so the flight still cost me $1644.40, I want a refund from one of the flights I was charged $for one flight and another $860, it was only one flight not 2, I'm looking for a refund in the amount of $minus the $all ready refunded so all in all looking for a refund in the amount of $Booking number is [redacted] Thank you [redacted] ###-###-#### In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [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 she either be allowed to change her reservation or be refunded Prior to submitting the reservation she stated that she 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” Based on the rules set by the airlines the ticket she purchased is what in the travel industry referres to as a” use it or lose it” in other words no changes are allowed Please understand that we do not set airline rules or restrictions and are not authorized to waive or ignore any airline policies We regret any confusion or frustration encountered by [redacted] but based on the airlines rules her ticket is non-refundable, non-transferable, and no changes allowed 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 the complaint [redacted] is requesting a refund for the ticket purchased through our websiteA partial refund of the charges has already been processed for *** ***After investigation [redacted] has been notified that the remaining $is also being refundedThis means that full and total refunds of all charges for the transaction are being processed back to herWe regret any confusion or frustration encountered by [redacted] and we appreciate the time and attention your office has given to this matterSincerely,Ruben B***VP of Global Customer Service
[redacted] [redacted] *** [redacted] [redacted] [redacted] [redacted] Dear Sirs: This is in response to the rebuttal 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 changeAs advised in our original letter dated August ***, 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 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 weekCheapOair does not assume any liability due to any scheduled changes made by the airlines.On June [redacted] an email was sent to [redacted] advising changes were made by the airline and please reviews the changesLater that day *** [redacted] called our customer care department to review the changeThe agent recapped the changes and our agent did advise the return date was for August *** We regret any confusion or frustration encountered by [redacted] but no refund will be offered since based on our records she was advised that the airline made changes to her reservation and update information was provided.We appreciate the time and attention your office has given this matter Sincerely,Karen R***Customer Service Manager
January **, [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***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:After reading Karen’s response, I would like to clarify that I am not asking for a refund for a non-refundable flightI am asking to use the money I was charged for another flight, along with the re-issue fee and any difference in flight costs.I made it clear to the representative in two different phone calls that the flight was booked incorrectly and wouldn’t work for me, thus indicating that it should be canceledWhen I called back on November 30th, it was my understanding that the flight had been cancelled and I was calling to discuss new flight optionsAt no time did I indicate that I wanted to keep the original flightThe customer service representative told me I would have up to a year to use the money I was charged, towards another flight, as long as I paid a $re-issue fee for each ticketI wasn’t ready to book my new flight which is why I told them I would call back.I did not check in for my flight because I thought the flight had been canceledI only learned that the airline marked us as a no-show when my boyfriend called CheapoAir to attempt to use the money I was charged for the original flightAs I stated to each representative I spoke with, I reversed the arrival and departure cities so I would not be able to keep the original reservationThe representative did not indicate that I needed to contact the airline to let them know I would not be traveling on the original flight.After multiple phone conversations with a supervisor from CheapoAir, I was told they would contact the airline to discuss other options and return my callAt this time, I also requested the recordings of my phone conversations with the customer service representativesI never received the recordings or a returned phone call from the supervisor.I appreciate your time in reviewing this issueI look forward to a prompt resolution of this matterIf you have any further questions, please do not hesitate to contact me by email or phone.Kindest Regards,Laura P [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above
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 BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted] ***
[redacted] [redacted] ** [redacted] [redacted] Dear [redacted] **: This is in response to the rebuttal we received dated June [redacted] regarding the above referenced booking number In his complaint [redacted] is requesting a refund for a non-refundable ticket he purchased via our website As we have explained prior to submitting his reservation he was also advised that when tickets are issued most tickets are non-refundable and non-transferable, based on the rules set by the airline Please understand that we do not set airline rules or restrictions and are not authorized to waive or ignore any airline policies and based on the fare rules we were advised that his ticket was non-refundable In the email he received from the airline at no time did they authorize a refund they only stated that they could not refund his ticket since he did not purchase his ticket directly from them and referred him back to the agency that sold him the s ticket Based on the conflicting information we would like to advise the Revdex.com that a refund request has been submitted to [redacted] refund department for considerationThe decision to refund all or part of the money [redacted] is seeking would be solely up to the individual airline We regret any confusion encountered by [redacted] but not further action can be taken on our part until the airline responds to our request and authorizes the refund 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] What is being overlooked/ignored is the fact that I spoke with one of cheap-o-air's supervisors between the time of booking the flight and August [redacted] due to my concerns of the very prevelant [redacted] ***, neither my partner or myself have any children at this point but we do plan to conceive in the future; because of this, I reached out to this business to weigh any of my options on their end of the matter! During this conversation on [redacted] of August or before, I was assured that I would be either issued a refund in the FULL amount of which I paid or I would receive a flight voucher for the FULL amount! There is no dispute on my end as to what cheap-o-air's policies state, nor is their any dispute with the airline itself! My issue is the promises made by the supervisory staff at cheap-o-air! They should be bound by their verbal contract made with me! I have pleaded with them to listen to the recording from that day in August or before, when I was assured that I would receive money or a flight voucher! Had I been told that there was no way of my recouping my money, I would have utilized the flight, and driven to another area of Florida, rather than throwing almost down the drain! In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
[redacted] *Dear [redacted] :This is in response to the complaint we received regarding the above referenced booking numbers [redacted] is looking for a refund of fees charged when he cancelled airline reservations booked on our website[redacted] or someone on his behalf went onto our website on several different dates and submitted three different reservation requestsThe reservations were 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 There is nowhere on our website which states cancellation is freeAfter [redacted] chose the flights he felt would fit his needs he filled out what we call our payment pageAt the top we show the flights that have been chosenThen we ask for passenger and finally billing informationAt the bottom of the page we advise that reservations can be cancelled within hours of the time of booking for a feeThis is shown as Attachment to this responseYou can see that this same notification shows that he agreed to our terms and conditions before purchasing the ticketsAs shown as Attachment part of these state that he agreed to pay specific fees if cancelling a reservation [redacted] was charged fees to cancel the reservation, as we advised and he agreed to before the tickets were purchasedWhen he contacted us asking about the $fee he was charged a refund of $was offered and is being processedWe have now received notification that he has disputed two of the charges with his credit card companyThey will now be investigating and will advise him of their determinationWe regret any inconvenience or frustration experienced by [redacted] but appreciate the time and attention your office had 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 referenced booking number In her complaint [redacted] is requesting a refund for tickets she purchased due to the death of one of the passengers We would like to advise the Revdex.com that we have submitted all necessary information to the [redacted] (ARC) who handles airline ticket distribution who in turn sent it to Scandinavian Airlines in order to obtain the refund he requested in the amount of $1, The request was submitted today and the airline has up to days to comply and the refund will be processed back to the original form of payment used when the reservation was submittedPlease see screenshot document attached Due to the delay in processing her request a refund has been processed in the amount of $which was our original service fees and what [redacted] was charged when she cancelled her reservation Please see the attached screenshot of our Refund Page below, showing the balance due was processed Below is the date of the request and the Processor Approval Code showing the dollar amount to be removed from our bank, [redacted] Manhattan The credit may take up to business days to appear on his 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]
[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 *** 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 accurateTickets are non-transferable and name changes on tickets are not permittedTicket cost for most airlines is non-refundable (see Fare Rules) and our service fees are non-refundableAll 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 policiesIn 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 days to respond to our request 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 referenced booking number In her complaint [redacted] is requesting a refund for a ticket she purchased due to a medical issue Since, [redacted] elected to purchase Travel Protection Insurance she has been advised that she would need to file a claim directly with the insurance company I have enclosed the information regarding the policy she purchased and she will need to contact TripMate directly at ###-###-#### under Plan Number *** We regret any confusion encountered by [redacted] but no refund will be offered We appreciate the time and attention your office has given to this matter Sincerely, Karen R [redacted] Customer Service Manager [redacted]
[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] mentions concerns with the booking as well as problems at the airportOn June *, [redacted] or someone on her behalf went onto our website and submitted a reservation request No representative from our agency assisted with the bookingWe received a call later that same day asking to change the dates on the reservation She was advised of the fees involved and authorized the changes and chargeAny concerns regarding occurrences at the airport can only be addressed by the airlineWe have been advised by [redacted] Airlines that they show the passengers arrived at the check in kiosk at 6:am and were advised that it was too late to make their flight They were then offered seats on the next available flight but denied that offerWe regret any confusion or frustration encountered by [redacted] but we can offer no refund of fees charged by the airlineShe will need to contact the airline directly for any refund or compensation We appreciate the time and attention your office has given this matter Sincerely,Karen R***Customer Service Manager
[redacted] [redacted] *** [redacted] [redacted] [redacted] Dear [redacted] : This is in response to the rebuttal we received regarding the above booking number In the complaint [redacted] is requesting he be allowed to change the reservation since the dates he submitted were incorrect.We would like to advise the Revdex.com that [redacted] was contacted by one of our customer care agents regarding his requestNew flight options were offered and accepted (see attachment) and his ticket was exchange with the updated flights.We appreciate the time and attention your office has given to this matter.Sincerely,Karen R***Customer Service Manager
[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 he be allowed to change his reservation since he has not received his travel documents We would like to advise the Revdex.com that [redacted] was contacted by one of our customer care supervisors regarding his concerns Base on this information we contacted United Airlines and they advised that [redacted] contacted them and changes were made to his reservation We are sorry for any inconvenience [redacted] encountered and 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: One Travel is unethical and has major flaws on their website and with their customer serviceI purchased a ticket on their website and there was absolutely no indication that the ticket was non-refundable prior to purchasingAttached is a snapshot (example) of what I saw before I purchased the ticketIf you look at the webpage, after selecting flights, the top right corner of the page says " [redacted] " in REDThis was the first indication to me that the ticket was refundable if cancelled within hoursAlso provided in the snapshot is additional information provided on the web page prior to purchasing that supports my understanding that the ticket was refundable.Additional information provided on the same web page (after flights are selected) can be found under the Fare Rules (see attached)Number of the Fare Rules states: Book with Confidence: " [redacted] *** [redacted] "The details for the Fare Rules do mention certain restrictions, however there is no specific mention that Caribbean Airlines tickets are non-refundable, only certain low cost airlinesWhat does that really mean to a customer? Which airlines are low cost airlines? It is very ambiguous and misleading.One Travel mentioned in their response that “ [redacted] *** *** [redacted] ” Once again, how does this translate to a customer? “ [redacted] ” does not specify if the tickets I purchase are included or not included in that clause, which is once again very misleading.One Travel indicated that “ [redacted] ***”I am in no way responsible for any such penalties because of the multiple places on their website which indicated that the ticket was fully refundable within hours.As mentioned previously, my credit card payment was stopped and the ticket has not been paid since One Travel’s handling of this transaction has proven to be questionable and unethicalThe problem here is two fold: (1) One Travel's website led me to believe that my ticket was fully refundable within hours of purchase (as shown in attachments).(2) One Travel's customer service aroused my suspicion when I attempted to cancel the ticket by phone within minutes (within the stated hour window) from the purchase and they had me on hold for over an hour!!! It was easy to purchase the ticket online, but extremely difficult to get someone to assist by phone with the cancellationSince the date of purchase, I have made multiple attempts to cancel the booking via email and telephone and am not willing to spend another hour on hold waiting for their inadequate cancellation department.I am once again requesting that One Travel cancel and remove my booking from their system and this will in turn resolve the dispute I opened with my credit card companyPlease assist in getting this matter resolved In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
May *, [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 she for service fees she was charged by the airline in order to change the names of the passengers She was advised [redacted] *** Once the reservation was submitted the following confirmation was sent (see attachment) As you can see the names entered were all for [redacted] Tickets were issued for the names submitted [redacted] was advised that the airline would refund the ticket but she would be required to pay the airline’s administrative fee Please understand we do not set airline policies We are not authorized to waive or ignore any airlines rules or restrictions We regret any confusion encountered by [redacted] but no refund will be offered since there was no error on our part and per the airline her tickets were subject to all their rules and restrictions We appreciate the time and attention your office has given 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] This company is ridiculousObviously, I'm travlleing to Turkey and transfer in GermanyI'm NOT traveling to GermanyThe following attachment this company gives says the destination is Germany WHICH IS WRONGThey are just trying to play language game here which seems really [redacted] I checked from their website before I purchase the ticket, it recommended me to use this visa search tool and I put exact info into it which shows that I don't need visa as my picture showsThis company's leader has to take responsibility instead of acting like an ***They are not fooling anybody 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 [redacted] states that she has not yet received the refund through PayPal We have contacted PayPal and been advised that the reversal has been completed They have refunded [redacted] and she should now be able to confirm her refund with themWe regret any confusion or frustration encountered by [redacted] and we appreciate the time and attention your office has given to this matterSincerely,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: [Your Answer Here] Why am I being charged $for a flight that was listed at $per passenger, It was not my fault Cheapoair made the mistake not me, cheapoair stated that they were sorry for the mistake and gave me a refund of $so the flight still cost me $1644.40, I want a refund from one of the flights I was charged $for one flight and another $860, it was only one flight not 2, I'm looking for a refund in the amount of $minus the $all ready refunded so all in all looking for a refund in the amount of $Booking number is [redacted] Thank you [redacted] ###-###-#### In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [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 she either be allowed to change her reservation or be refunded Prior to submitting the reservation she stated that she 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” Based on the rules set by the airlines the ticket she purchased is what in the travel industry referres to as a” use it or lose it” in other words no changes are allowed Please understand that we do not set airline rules or restrictions and are not authorized to waive or ignore any airline policies We regret any confusion or frustration encountered by [redacted] but based on the airlines rules her ticket is non-refundable, non-transferable, and no changes allowed 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 the complaint [redacted] is requesting a refund for the ticket purchased through our websiteA partial refund of the charges has already been processed for *** ***After investigation [redacted] has been notified that the remaining $is also being refundedThis means that full and total refunds of all charges for the transaction are being processed back to herWe regret any confusion or frustration encountered by [redacted] and we appreciate the time and attention your office has given to this matterSincerely,Ruben B***VP of Global Customer Service
[redacted] [redacted] *** [redacted] [redacted] [redacted] [redacted] Dear Sirs: This is in response to the rebuttal 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 changeAs advised in our original letter dated August ***, 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 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 weekCheapOair does not assume any liability due to any scheduled changes made by the airlines.On June [redacted] an email was sent to [redacted] advising changes were made by the airline and please reviews the changesLater that day *** [redacted] called our customer care department to review the changeThe agent recapped the changes and our agent did advise the return date was for August *** We regret any confusion or frustration encountered by [redacted] but no refund will be offered since based on our records she was advised that the airline made changes to her reservation and update information was provided.We appreciate the time and attention your office has given this matter Sincerely,Karen R***Customer Service Manager
January **, [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***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:After reading Karen’s response, I would like to clarify that I am not asking for a refund for a non-refundable flightI am asking to use the money I was charged for another flight, along with the re-issue fee and any difference in flight costs.I made it clear to the representative in two different phone calls that the flight was booked incorrectly and wouldn’t work for me, thus indicating that it should be canceledWhen I called back on November 30th, it was my understanding that the flight had been cancelled and I was calling to discuss new flight optionsAt no time did I indicate that I wanted to keep the original flightThe customer service representative told me I would have up to a year to use the money I was charged, towards another flight, as long as I paid a $re-issue fee for each ticketI wasn’t ready to book my new flight which is why I told them I would call back.I did not check in for my flight because I thought the flight had been canceledI only learned that the airline marked us as a no-show when my boyfriend called CheapoAir to attempt to use the money I was charged for the original flightAs I stated to each representative I spoke with, I reversed the arrival and departure cities so I would not be able to keep the original reservationThe representative did not indicate that I needed to contact the airline to let them know I would not be traveling on the original flight.After multiple phone conversations with a supervisor from CheapoAir, I was told they would contact the airline to discuss other options and return my callAt this time, I also requested the recordings of my phone conversations with the customer service representativesI never received the recordings or a returned phone call from the supervisor.I appreciate your time in reviewing this issueI look forward to a prompt resolution of this matterIf you have any further questions, please do not hesitate to contact me by email or phone.Kindest Regards,Laura P [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above
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 BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted] ***
[redacted] [redacted] ** [redacted] [redacted] Dear [redacted] **: This is in response to the rebuttal we received dated June [redacted] regarding the above referenced booking number In his complaint [redacted] is requesting a refund for a non-refundable ticket he purchased via our website As we have explained prior to submitting his reservation he was also advised that when tickets are issued most tickets are non-refundable and non-transferable, based on the rules set by the airline Please understand that we do not set airline rules or restrictions and are not authorized to waive or ignore any airline policies and based on the fare rules we were advised that his ticket was non-refundable In the email he received from the airline at no time did they authorize a refund they only stated that they could not refund his ticket since he did not purchase his ticket directly from them and referred him back to the agency that sold him the s ticket Based on the conflicting information we would like to advise the Revdex.com that a refund request has been submitted to [redacted] refund department for considerationThe decision to refund all or part of the money [redacted] is seeking would be solely up to the individual airline We regret any confusion encountered by [redacted] but not further action can be taken on our part until the airline responds to our request and authorizes the refund 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] What is being overlooked/ignored is the fact that I spoke with one of cheap-o-air's supervisors between the time of booking the flight and August [redacted] due to my concerns of the very prevelant [redacted] ***, neither my partner or myself have any children at this point but we do plan to conceive in the future; because of this, I reached out to this business to weigh any of my options on their end of the matter! During this conversation on [redacted] of August or before, I was assured that I would be either issued a refund in the FULL amount of which I paid or I would receive a flight voucher for the FULL amount! There is no dispute on my end as to what cheap-o-air's policies state, nor is their any dispute with the airline itself! My issue is the promises made by the supervisory staff at cheap-o-air! They should be bound by their verbal contract made with me! I have pleaded with them to listen to the recording from that day in August or before, when I was assured that I would receive money or a flight voucher! Had I been told that there was no way of my recouping my money, I would have utilized the flight, and driven to another area of Florida, rather than throwing almost down the drain! In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]