Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I am extremely unsatisfied with CheapoAir's response to my complaint and after talking with the Revdex.com, I have been advised to file a formal/legal complaint with the American Society of Travel AgentsI highly recommend that anyone who might be considering using CheapoAir for future travel consider my situation and the lack of clarity and poor customer service I received from them I would hate to see someone else loose out on so much money and spend so much time trying to reach an agreement with a company who was not willing to work with their customers and try to make them happy.I appreciate all the help and support I was given from the Revdex.com throughout my experience! In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
June **, [redacted] ** [redacted] [redacted] [redacted] This is in response to the rebuttal we received dated June [redacted] regarding the above referenced booking number Please see the screenshot of our refund page below This shows that the balance due was processed, the date of the request, the Processor Approval Code and the dollar amount to be removed from our bankThe credit may take up to business days to appear on his credit card statement We regret any confusion encountered by [redacted] and we appreciate the time and attention your office has given to this matter Sincerely, Karen R [redacted] Customer Service Manager [redacted]
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] 7/6/ Complaint On April **, 2016, I asked CheapOAir to process my refundOn April **, they immediately charged my credit card $and told me to wait 1-billing statements to receive my refundAfter waiting billing statements, I have still not received my refundUpon asking again, I found they have never processed the request and are asking for an additional days, delaying from their initial process Desired Resolution CheapOAir should immediately process the refund promised as requested due to significant delays Consumer Business Dialog
July *, Revdex.com [redacted] ** [redacted] RE: [redacted] ***/Case [redacted] Booking Number [redacted] Dear [redacted] ***: This is in response to the complaint we received regarding the above referenced booking number In his complaint [redacted] is requesting a refund for $he was charged to change his reservation Prior to submitting his 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-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 airline penalties and any fare difference On May **, 2015, [redacted] called to change his reservationOur records indicate that he requested that his return date be changed to June *** Prior to making any changes to his reservation an email authorization was sent (see attachment) Once authorization was received (see attachment) the new flights were confirmed and his original ticket was exchange and his credit card was charged It was not until June [redacted] twelve days after approving the changes that [redacted] contacted our customer service department advising that the return flight should have been for July not June We regret any confusion 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 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: [cheapOair has not reversed the amount of 116.90usd in fullAlso my accusation of their motive was not addressed uponThe following is the full length of ny letter ---This complaint is regarding [redacted] , which I think is a shady company Facts of the case: I purchased a [redacted] ticket on November **, via [redacted] for 874.96usdI cancelled the purchase after less than an hour because apparently [redacted] s said that the total flight has two booking numbers, one with [redacted] s and one with [redacted] and that the two are not sister companiesWith such arrangement I will have to get off from immigration in Shanghai then check in with [redacted] for RSW from ShanghaiA "call center" agent tried to woo me for another arranged flight but I insisted on the cancellation since two booking numbers will only mean a hassleThis same guy is the only person I talk with in or more phone calls he made for the period November ***He did not confirm that he is one and the same person but I can tell with the sound of his voiceHe sounded south asian and his voice is recognizableWhile on the phone I asked the same guy many times if the phone number was a toll free since I was calling from the Philippines and again and again the guy said it is a toll free callI later got a call from my mobile phone provider saying it was not a toll free numberI emailed [redacted] with this concern as well as the charge of 116.90usd that he charged to my credit card containing "insurance fee, cancellation fee and booking fee." The same guy called me to tell me that he cannot do anything and that the best thing is for them to give me a gift card when I purchase something again from [redacted] Since November ** the following points make me assume that this website is shady considering the following: giving two booking numbers when their presentation of a product is a "package flight" where you do not have to worry about immigration in the layover terminal; so called attempts of their call center agent to solve the case but after a conversation no resolution of the case, then afer the conversation the call center agent sends a "feedback email" where the "no" botton for not satisfied with the service is nonoperational; and the fact that only one call center agent corresponds in all calls and emailsMy theory is [redacted] only exists not to provide cheap flights but to earn from the so called "cancellation fee." Awaiting for your positive response on my request that this website/office be investigated, I thank you [redacted] ConsultantPhilippine Senate] 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 will be my last rebuttal to [redacted] , as I feel that the practices and responses are unscrupulous and unjust The Customer Service Manager (Karen R***), clearly does not believe in customer service and neither does the company She initially sent me not one but TWO responses that explicitly said ALL flights non-refundable Explaining that it was in the Terms and Conditions, however, when I submitted screenshots shots of their Terms and Conditions stating otherwise, she immediately took another route by stating I was correct and it says it in the Policies before you book She then re-highlighted the fact that the tickets were purchased without the assistance of a representative - something that was established initially and not up for discussion - and that it is the liability of the user to read all items before selecting "book" She then includes screenshots (not of my purchase, but another flight) to shed light on her claim However, in the screenshot it clearly states that MOST flights are non-refundable not ALL - another testament to the inaccuracies and inconsistent acts of [redacted] She continues to state that I purchased a non-refundable tickets, however, never shows how the user would know that the ticket was non-refundable Moreover, there isn't any literature, wording or icon to represent a non-refundable ticket from a refundable one So how is the user, who as MsR [redacted] states liable for the reading and agreeing to the terms prior to booking, to be privy to said information? The fact that she had to repeatedly alter her statement, to create liability on my part due to [redacted] 's flawed and unscrupulous practices and site is preposterous and absurd This encounter truly proves why there are multiple complaints readily available on [redacted] due to their practices and hidden loop holes that are not written in any fine print, but rather mandated by personnel on an individual case basis to benefit their unjust ways I refuse to ever do business with such an unprofessional and unscrupulous company, and recommend that the Revdex.com to discontinue any positive representation of such an unjust corporation as it brings down the name and faith American's have within the Revdex.comSincerely, [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
[redacted] ** [redacted] [redacted] [redacted] Dear [redacted] ... [redacted] : This is in response to the complaint we received regarding the above referenced case number. In her complaint [redacted] is requesting a refund for a ticket she purchased via our online website. On October ***, [redacted] or someone on her behalf went on our website and submitted a round trip reservation. The reservation was booked without the assistance of one of our Customer Care Agents and it is the responsibility of the person making the reservation to make sure they read all necessary and important information. Prior to submitting her reservation she was also advised “Please confirm that the dates, times of flight departures and names of travelers are accurate, tickets are non-transferable and non-transferable, based on the rules set by the airline. On October ***, she contacted our customer care department requesting that her reservation be cancelled due to a medical issue. [redacted] was advised based on this information if she would provide medical documentation a refund request would be submitted to the airline. On November ***, we were advised that our refund request had been denied but when [redacted] was ready to rebook, the airline would waive their change fee. On December ***, we were advised by her credit card company that she had filed a dispute. [redacted] Since we consider these to be valid charges the dispute has been challenged and we have provided all the information requested by hers Credit Card Company. Please understand it will be up to her card company to determine the final outcome. We regret any confusion encountered by [redacted] but no further action can be taken until her credit card company completes their research. We appreciate the time and attention your office has given this matter, and would like to advise that we have already received a complaint file by [redacted] on February [redacted] under case [redacted] and are requesting that this complaint be closed. Sincerely, Karen R***Customer Service Manager [redacted]
[redacted] [redacted] ** [redacted] *** [redacted] [redacted] [redacted] Dear Sirs: This is in response to the complaint we received regarding the above booking number. In the complaint [redacted] is requesting she be allowed to utilize her credit. We would like to advise the RevDex.com that she was contacted by one of our customer care agents regarding her request. New flight options were offered and accepted and her credit was used to purchase the new tickets. We appreciate the time and attention your office has given to this matter. Sincerely, Karen R [redacted] Customer Service Manager
[redacted] [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 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.Listed in our Terms and Conditions “Most airline tickets are 100% non-refundable and non-transferable 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 this case [redacted] may want to contact the airline directly to see if they will override the non-refundable and non-transferable policy.We 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
June **, Revdex.com [redacted] ** [redacted] RE: [redacted] /Case [redacted] Booking Number [redacted] , [redacted] , and [redacted] Dear [redacted] [redacted] : This is in response to the complaint we received regarding the above reservation In his complaint [redacted] is requesting compensation since his reservation was marked as a possible fraud so no tickets were issued 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 them, please understand this is done not only to protect the credit card holder but also CheapOair To ensure that his credit, debit or charge card is not being used without his consent it may be flagged as a possible fraud booking [redacted] was requested to please contact our Credit Card Verification Department When [redacted] contacted CheapOair he was informed that due to the delay in issuing his tickets based on the above information the fare he requested had expired, that the flights could be confirmed but at the higher rate It was at this time [redacted] requested that his reservation be cancelled We regret any confusion encountered by [redacted] but no compensation will be offered since the reason his tickets could not be issued was due to his credit card company not being able to verify the information he provided and per our Terms and Conditions all offers, prices, and conditions of sale may be subject to change without notice 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: This is the type of response we fully expected to receive. All you really need to know about this company is that 291 BBB complaints were filed in the last year. Those are just the people who thought to and took the time to file a complaint. How many others did Cheapoair mistreat? Five hundred? One thousand? More? God only knows.Ms. R***' response just stacks even more lies on the pack of lies we have already receive from the agents of this company. It would seem that being a good liar is a prime qualification to become employed at Cheapoair.Ms. R [redacted] claims that " [redacted] has been advised that he would need to provide copy of the passenger’s passport." This is a lie because no one has EVER said that to either me or my wife. We were repeatedly told by the dozen or so agents we spoke to (incluiding three supervisors) that this matter would be settled within 72 hours and that an agent would call us within that timeframe. Neither of these things ever happened -- all lies.Stating that we were told about the passport is just one lie. Another is that a passport is needed to rectify this problem. If that were the case, surely at least one of the dozen or so agents would have told us that, wouldn't you think? Of course you would.Now let's just say for the sake of argument that we were to make a photocopy of the passport's first page and send it to Cheapoair. What would happen next? We certainly can't tell from Ms. R [redacted] response because the sentence " [redacted] has been advised that he would need to provide copy of the passenger’s passport and once received as a courtesy a requested would be submitted to the airline for the name change" does not make any sense. It's not English. Either words have been mispelled or omitted or both.And besides, we have no reason to believe that anyone would act on this because saying so could very easily be, and most likely is, simply another lie. As a matter of fact, perhaps the only truthful statement we have received from Cheapoair came from the last agent we spoke to who told us that the reason no one has acted on our request is that there is too much time left before the flight takes off -- others have higher priority with Cheapoair. Notice that if this statement is true then Ms. R [redacted] claiming that the reason is that they haven't recieved a copy of the passport is obviously a lie.As we stated in the original complaint, if the passenger is unable to baord the plane because CHeapoair refused to act then we expect Cheapoair to reimburse us the cost of the ticket. [redacted] In order for the BBB 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: "Listed in our Terms and Conditions “Most airline tickets are 100% non-refundable and non-transferable." In the 21st century I do not understand how or why the above vague statement is even remotely acceptable. 8 week notice of cancellation is sufficient for any company. The lack of respect the CheapOAir representative had while discussing this matter was deplorable. After stating I had a medical emergency which will keep me State-side, his unprofessional response was "The airlines don't make changes in policy based on individual cancellation reasons". I'm ashamed my hard earned money is supporting such an extreme disservice of customer care. In order for the BBB 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: I never recieved email regarding changed ticket and I did not agree to the changeIf you listen to the voice recording I was arguing with them because they were trying to change my ticketAt the end of the conversation the phone operator clearly states they would return on the ***Why would I have my children stay over night alone at an airport for over 24hours alone??!! In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
[redacted] ** [redacted] *** [redacted] [redacted] [redacted] Dear Sirs: This is in response to the rebuttal we received regarding the above booking number In the complaint [redacted] is requesting she be allowed to utilize her credit As stated in our original letter dated February ***, [redacted] was contacted by one of our customer care agents regarding her requestNew flight options were offered (see attachment) and accepted and her credit was used to purchase the new tickets We appreciate the time and attention your office has given to this matter Sincerely, Karen R [redacted] Customer Service Manager
RevDex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I feel this is not right on CheapOair or American Airlines. I purchased my ticket thru Cheap O Air. I work three jobs I don't have the kind of money I spent on my ticket to be thrown away. I have read no where about cancellations because you fail to keep a flight. My mother is ill that is why I had to come early. I contacted Cheap Air concerning my events. This is a wrong business practice all the way around. I just want my return flight to Lexington,Ky from Mobile,Alabama that's what I paid for, I want to be able to use my flight home within the next six months. My mother is [redacted] ..I need a flight home.. That's all I want is what I paid for. Sincerely, [redacted] *** In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted] ***
*** * *** Dear *** *** This is in response to the complaint we received regarding the above referenced booking number In the complaint *** *** is requesting a refund in the amount of $On November **, *** *** or someone on her behalf went onto our
website and submitted a round trip reservation She was quoted a total amount of $USDThis included $for the tickets and a $service feeShe also chose to add insurance for $and $for our “flexible ticket” program which allows, along with other benefits, the reservation to be cancelled within hours being submitted without any agency fees.On November *** we were contacted and asked to cancel the reservation At that time she was advised a refund of the tickets at $would be processed as well as refunds of the $service fee and the $insurance The $is not refundableShe was sent the emails shown below No further refund is dueWe appreciate the time and attention your office has given to this matter.Sincerely,Karen R***Customer Service Manager
*** ** ***
*** *** ***
*** *** ***
** ** *** *** *** ***
*** *** ** ***
*** *** *** ***
*** *** ***
Dear Sirs:
This is
in response to the rebuttal we received dated June *** regarding the
above referenced booking number. In her complaint
*** *** is requesting a refund for service fees she was charged by the
airline in order to change the names of the passengers
As we have already provided in our original letter dated May ***
and in our rebuttal dated May *** we provided our “payment
page” This is what was shown to her
prior to submitting her
reservation. She was also advised
to “*** *** *** *** *** *** ** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** ***”.
This information was provided by *** *** prior to submitting
her reservation so there is no way our system could have changed the names
Ms
Nicdao was advised that in order to obtain her refund the airline would charge
an administration fee. Out of the
$2,the airline deducted there fees and the refund of $1,was
processed. The
fees were deducted by the airline so if *** *** is requesting a refund for
these fees she will need to contact the airline directly. We
regret any confusion encountered by *** *** but no refund will be offered
and when and if she re-books she will be subject to the current rate at the
time the reservation is submitted. We
appreciate the time and attention your office has given this matter. Sincerely, Karen
R***Customer
Service Manager
***
*** ** ***
*** *** ***
Dear Sirs:This is in response to the complaint we received regarding the above referenced booking number In the complaint *** *** mentions fees for making changes to her travel dates.*** *** or someone on his behalf went onto our website on
September **, and submitted a reservation requestHe entered the cities and dates he was interested in He was shown several itinerary options which included alternate dates He chose flights that he felt would fit his needsHe was then shown our payment page which had the flights he had chosen showing at the top for him 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 he was again asked to confirm the travel date before clicking the button to book the reservation This is shown as attachment When *** *** called to change the date of travel he was advised of the fees involved in making the changes or cancelling the reservation He chose to cancel the reservation and authorized the charge of $100.We regret any inconvenience or frustration encountered by *** *** and appreciate the time and attention your office has given to this matterDue to the information shown above, no refund can be offeredThank youKaren R***Customer Service
*** ** ***
*** *** ***
*** ***
** ** *** *** *** ***
*** *** ** ***
*** *** *** ***
*** *** ***
Dear *** ***:
This is in response to
the rebuttal we received regarding the above referenced booking number. In his rebuttal he is requesting a refund for
our service fees of $Cand travel insurance of $Che requested
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, *** Manhattan.The credit may take up
to business days to appear on his credit card statement. Any refund for the
travel insurance *** *** is requesting he will need to contact *** *** who is a third party vendor and have their own refund policy.We appreciate the time
and attention your office has given to this matterSincerely,Karen R***Customer Service Manager
***
*** *** ***
*** *** ***
*** ***
** ** *** *** *** ***
*** *** ** ***
*** *** *** ***
*** *** ***
Dear *** ***:
This is in response to
the rebuttal we received dated April *** regarding the above
referenced booking number. In her
complaint *** *** is requesting that she be issued a credit and to waive any
re-issue fees.
On November **, 2015, ** *** 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
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 airline
penalties and any fare difference.
On November 14th when she submitted her reservation and
tickets were issued a booking confirmation was sent
*** *** ** *** *** *** ** ***
*** *** * *** * ***
*** * *** * *** * * *** * ***
*** *** * ***
Our records
indicate that on *** *** *** MsPorter contacted our customer care
department requesting that she be allowed to change her reservation. Our agents advised that based on the airline
rules changes were allowed but subject
to airline fees and fare difference
We would like to advise
that no reservation can be cancelled unless approved. This process was established not only to
protect the passenger but also our company.
When a cancellation request is received our agents are required to fill
out a cancellation request (see example) and send to the email address
provided. The reason for the email is to
provide information on fees, credit info, and to also assign a
one-password. Without this password the
reservation cannot be cancelled.
On February *** *** *** again contacted our customer care requesting she be
allowed to use her credit. Our agents
advised since no cancellation request was received and that the reservation was
not cancelled prior to departure the tickets have no value
Based on the
information we received from the airline she did not chefor her flight the airlines general policy is to mark
the reservation in a “No Show” status and cancel the itinerary . As a general industry rule, when passengers
with confirmed tickets do not use, or cancel in advance; the airlines forfeit that
portion of the ticket. CheapOair is not
responsible for the decision and regulations established by the airlines
We would also like to
advise that not all calls are recorded and are used for internal training
purposes only
Since it was Sun Country
who suspended her ticket and indicated it has no value she will need to contact
them directly for any refund since as she stated in her complaint at no time
did she request that her reservation be cancelled
We 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: I am extremely unsatisfied with CheapoAir's response to my complaint and after talking with the Revdex.com, I have been advised to file a formal/legal complaint with the American Society of Travel AgentsI highly recommend that anyone who might be considering using CheapoAir for future travel consider my situation and the lack of clarity and poor customer service I received from them I would hate to see someone else loose out on so much money and spend so much time trying to reach an agreement with a company who was not willing to work with their customers and try to make them happy.I appreciate all the help and support I was given from the Revdex.com throughout my experience! In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
June **, [redacted] ** [redacted] [redacted] [redacted] This is in response to the rebuttal we received dated June [redacted] regarding the above referenced booking number Please see the screenshot of our refund page below This shows that the balance due was processed, the date of the request, the Processor Approval Code and the dollar amount to be removed from our bankThe credit may take up to business days to appear on his credit card statement We regret any confusion encountered by [redacted] and we appreciate the time and attention your office has given to this matter Sincerely, Karen R [redacted] Customer Service Manager [redacted]
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] 7/6/ Complaint On April **, 2016, I asked CheapOAir to process my refundOn April **, they immediately charged my credit card $and told me to wait 1-billing statements to receive my refundAfter waiting billing statements, I have still not received my refundUpon asking again, I found they have never processed the request and are asking for an additional days, delaying from their initial process Desired Resolution CheapOAir should immediately process the refund promised as requested due to significant delays Consumer Business Dialog
July *, Revdex.com [redacted] ** [redacted] RE: [redacted] ***/Case [redacted] Booking Number [redacted] Dear [redacted] ***: This is in response to the complaint we received regarding the above referenced booking number In his complaint [redacted] is requesting a refund for $he was charged to change his reservation Prior to submitting his 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-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 airline penalties and any fare difference On May **, 2015, [redacted] called to change his reservationOur records indicate that he requested that his return date be changed to June *** Prior to making any changes to his reservation an email authorization was sent (see attachment) Once authorization was received (see attachment) the new flights were confirmed and his original ticket was exchange and his credit card was charged It was not until June [redacted] twelve days after approving the changes that [redacted] contacted our customer service department advising that the return flight should have been for July not June We regret any confusion 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 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: [cheapOair has not reversed the amount of 116.90usd in fullAlso my accusation of their motive was not addressed uponThe following is the full length of ny letter ---This complaint is regarding [redacted] , which I think is a shady company Facts of the case: I purchased a [redacted] ticket on November **, via [redacted] for 874.96usdI cancelled the purchase after less than an hour because apparently [redacted] s said that the total flight has two booking numbers, one with [redacted] s and one with [redacted] and that the two are not sister companiesWith such arrangement I will have to get off from immigration in Shanghai then check in with [redacted] for RSW from ShanghaiA "call center" agent tried to woo me for another arranged flight but I insisted on the cancellation since two booking numbers will only mean a hassleThis same guy is the only person I talk with in or more phone calls he made for the period November ***He did not confirm that he is one and the same person but I can tell with the sound of his voiceHe sounded south asian and his voice is recognizableWhile on the phone I asked the same guy many times if the phone number was a toll free since I was calling from the Philippines and again and again the guy said it is a toll free callI later got a call from my mobile phone provider saying it was not a toll free numberI emailed [redacted] with this concern as well as the charge of 116.90usd that he charged to my credit card containing "insurance fee, cancellation fee and booking fee." The same guy called me to tell me that he cannot do anything and that the best thing is for them to give me a gift card when I purchase something again from [redacted] Since November ** the following points make me assume that this website is shady considering the following: giving two booking numbers when their presentation of a product is a "package flight" where you do not have to worry about immigration in the layover terminal; so called attempts of their call center agent to solve the case but after a conversation no resolution of the case, then afer the conversation the call center agent sends a "feedback email" where the "no" botton for not satisfied with the service is nonoperational; and the fact that only one call center agent corresponds in all calls and emailsMy theory is [redacted] only exists not to provide cheap flights but to earn from the so called "cancellation fee." Awaiting for your positive response on my request that this website/office be investigated, I thank you [redacted] ConsultantPhilippine Senate] 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 will be my last rebuttal to [redacted] , as I feel that the practices and responses are unscrupulous and unjust The Customer Service Manager (Karen R***), clearly does not believe in customer service and neither does the company She initially sent me not one but TWO responses that explicitly said ALL flights non-refundable Explaining that it was in the Terms and Conditions, however, when I submitted screenshots shots of their Terms and Conditions stating otherwise, she immediately took another route by stating I was correct and it says it in the Policies before you book She then re-highlighted the fact that the tickets were purchased without the assistance of a representative - something that was established initially and not up for discussion - and that it is the liability of the user to read all items before selecting "book" She then includes screenshots (not of my purchase, but another flight) to shed light on her claim However, in the screenshot it clearly states that MOST flights are non-refundable not ALL - another testament to the inaccuracies and inconsistent acts of [redacted] She continues to state that I purchased a non-refundable tickets, however, never shows how the user would know that the ticket was non-refundable Moreover, there isn't any literature, wording or icon to represent a non-refundable ticket from a refundable one So how is the user, who as MsR [redacted] states liable for the reading and agreeing to the terms prior to booking, to be privy to said information? The fact that she had to repeatedly alter her statement, to create liability on my part due to [redacted] 's flawed and unscrupulous practices and site is preposterous and absurd This encounter truly proves why there are multiple complaints readily available on [redacted] due to their practices and hidden loop holes that are not written in any fine print, but rather mandated by personnel on an individual case basis to benefit their unjust ways I refuse to ever do business with such an unprofessional and unscrupulous company, and recommend that the Revdex.com to discontinue any positive representation of such an unjust corporation as it brings down the name and faith American's have within the Revdex.comSincerely, [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
[redacted] ** [redacted] [redacted] [redacted] Dear [redacted] ... [redacted] : This is in response to the complaint we received regarding the above referenced case number. In her complaint [redacted] is requesting a refund for a ticket she purchased via our online website. On October ***, [redacted] or someone on her behalf went on our website and submitted a round trip reservation. The reservation was booked without the assistance of one of our Customer Care Agents and it is the responsibility of the person making the reservation to make sure they read all necessary and important information. Prior to submitting her reservation she was also advised “Please confirm that the dates, times of flight departures and names of travelers are accurate, tickets are non-transferable and non-transferable, based on the rules set by the airline. On October ***, she contacted our customer care department requesting that her reservation be cancelled due to a medical issue. [redacted] was advised based on this information if she would provide medical documentation a refund request would be submitted to the airline. On November ***, we were advised that our refund request had been denied but when [redacted] was ready to rebook, the airline would waive their change fee. On December ***, we were advised by her credit card company that she had filed a dispute. [redacted] Since we consider these to be valid charges the dispute has been challenged and we have provided all the information requested by hers Credit Card Company. Please understand it will be up to her card company to determine the final outcome. We regret any confusion encountered by [redacted] but no further action can be taken until her credit card company completes their research. We appreciate the time and attention your office has given this matter, and would like to advise that we have already received a complaint file by [redacted] on February [redacted] under case [redacted] and are requesting that this complaint be closed. Sincerely, Karen R***Customer Service Manager [redacted]
[redacted] [redacted] ** [redacted] *** [redacted] [redacted] [redacted] Dear Sirs: This is in response to the complaint we received regarding the above booking number. In the complaint [redacted] is requesting she be allowed to utilize her credit. We would like to advise the RevDex.com that she was contacted by one of our customer care agents regarding her request. New flight options were offered and accepted and her credit was used to purchase the new tickets. We appreciate the time and attention your office has given to this matter. Sincerely, Karen R [redacted] Customer Service Manager
[redacted] [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 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.Listed in our Terms and Conditions “Most airline tickets are 100% non-refundable and non-transferable 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 this case [redacted] may want to contact the airline directly to see if they will override the non-refundable and non-transferable policy.We 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
June **, Revdex.com [redacted] ** [redacted] RE: [redacted] /Case [redacted] Booking Number [redacted] , [redacted] , and [redacted] Dear [redacted] [redacted] : This is in response to the complaint we received regarding the above reservation In his complaint [redacted] is requesting compensation since his reservation was marked as a possible fraud so no tickets were issued 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 them, please understand this is done not only to protect the credit card holder but also CheapOair To ensure that his credit, debit or charge card is not being used without his consent it may be flagged as a possible fraud booking [redacted] was requested to please contact our Credit Card Verification Department When [redacted] contacted CheapOair he was informed that due to the delay in issuing his tickets based on the above information the fare he requested had expired, that the flights could be confirmed but at the higher rate It was at this time [redacted] requested that his reservation be cancelled We regret any confusion encountered by [redacted] but no compensation will be offered since the reason his tickets could not be issued was due to his credit card company not being able to verify the information he provided and per our Terms and Conditions all offers, prices, and conditions of sale may be subject to change without notice 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: This is the type of response we fully expected to receive. All you really need to know about this company is that 291 BBB complaints were filed in the last year. Those are just the people who thought to and took the time to file a complaint. How many others did Cheapoair mistreat? Five hundred? One thousand? More? God only knows.Ms. R***' response just stacks even more lies on the pack of lies we have already receive from the agents of this company. It would seem that being a good liar is a prime qualification to become employed at Cheapoair.Ms. R [redacted] claims that " [redacted] has been advised that he would need to provide copy of the passenger’s passport." This is a lie because no one has EVER said that to either me or my wife. We were repeatedly told by the dozen or so agents we spoke to (incluiding three supervisors) that this matter would be settled within 72 hours and that an agent would call us within that timeframe. Neither of these things ever happened -- all lies.Stating that we were told about the passport is just one lie. Another is that a passport is needed to rectify this problem. If that were the case, surely at least one of the dozen or so agents would have told us that, wouldn't you think? Of course you would.Now let's just say for the sake of argument that we were to make a photocopy of the passport's first page and send it to Cheapoair. What would happen next? We certainly can't tell from Ms. R [redacted] response because the sentence " [redacted] has been advised that he would need to provide copy of the passenger’s passport and once received as a courtesy a requested would be submitted to the airline for the name change" does not make any sense. It's not English. Either words have been mispelled or omitted or both.And besides, we have no reason to believe that anyone would act on this because saying so could very easily be, and most likely is, simply another lie. As a matter of fact, perhaps the only truthful statement we have received from Cheapoair came from the last agent we spoke to who told us that the reason no one has acted on our request is that there is too much time left before the flight takes off -- others have higher priority with Cheapoair. Notice that if this statement is true then Ms. R [redacted] claiming that the reason is that they haven't recieved a copy of the passport is obviously a lie.As we stated in the original complaint, if the passenger is unable to baord the plane because CHeapoair refused to act then we expect Cheapoair to reimburse us the cost of the ticket. [redacted] In order for the BBB 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: "Listed in our Terms and Conditions “Most airline tickets are 100% non-refundable and non-transferable." In the 21st century I do not understand how or why the above vague statement is even remotely acceptable. 8 week notice of cancellation is sufficient for any company. The lack of respect the CheapOAir representative had while discussing this matter was deplorable. After stating I had a medical emergency which will keep me State-side, his unprofessional response was "The airlines don't make changes in policy based on individual cancellation reasons". I'm ashamed my hard earned money is supporting such an extreme disservice of customer care. In order for the BBB 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: I never recieved email regarding changed ticket and I did not agree to the changeIf you listen to the voice recording I was arguing with them because they were trying to change my ticketAt the end of the conversation the phone operator clearly states they would return on the ***Why would I have my children stay over night alone at an airport for over 24hours alone??!! In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
[redacted] ** [redacted] *** [redacted] [redacted] [redacted] Dear Sirs: This is in response to the rebuttal we received regarding the above booking number In the complaint [redacted] is requesting she be allowed to utilize her credit As stated in our original letter dated February ***, [redacted] was contacted by one of our customer care agents regarding her requestNew flight options were offered (see attachment) and accepted and her credit was used to purchase the new tickets We appreciate the time and attention your office has given to this matter Sincerely, Karen R [redacted] Customer Service Manager
RevDex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I feel this is not right on CheapOair or American Airlines. I purchased my ticket thru Cheap O Air. I work three jobs I don't have the kind of money I spent on my ticket to be thrown away. I have read no where about cancellations because you fail to keep a flight. My mother is ill that is why I had to come early. I contacted Cheap Air concerning my events. This is a wrong business practice all the way around. I just want my return flight to Lexington,Ky from Mobile,Alabama that's what I paid for, I want to be able to use my flight home within the next six months. My mother is [redacted] ..I need a flight home.. That's all I want is what I paid for. Sincerely, [redacted] *** In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted] ***
*** * *** Dear *** *** This is in response to the complaint we received regarding the above referenced booking number In the complaint *** *** is requesting a refund in the amount of $On November **, *** *** or someone on her behalf went onto our
website and submitted a round trip reservation She was quoted a total amount of $USDThis included $for the tickets and a $service feeShe also chose to add insurance for $and $for our “flexible ticket” program which allows, along with other benefits, the reservation to be cancelled within hours being submitted without any agency fees.On November *** we were contacted and asked to cancel the reservation At that time she was advised a refund of the tickets at $would be processed as well as refunds of the $service fee and the $insurance The $is not refundableShe was sent the emails shown below No further refund is dueWe appreciate the time and attention your office has given to this matter.Sincerely,Karen R***Customer Service Manager
*** ** ***
*** *** ***
*** *** ***
** ** *** *** *** ***
*** *** ** ***
*** *** *** ***
*** *** ***
Dear Sirs:
This is
in response to the rebuttal we received dated June *** regarding the
above referenced booking number. In her complaint
*** *** is requesting a refund for service fees she was charged by the
airline in order to change the names of the passengers
As we have already provided in our original letter dated May ***
and in our rebuttal dated May *** we provided our “payment
page” This is what was shown to her
prior to submitting her
reservation. She was also advised
to “*** *** *** *** *** *** ** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** ***”.
This information was provided by *** *** prior to submitting
her reservation so there is no way our system could have changed the names
Ms
Nicdao was advised that in order to obtain her refund the airline would charge
an administration fee. Out of the
$2,the airline deducted there fees and the refund of $1,was
processed. The
fees were deducted by the airline so if *** *** is requesting a refund for
these fees she will need to contact the airline directly. We
regret any confusion encountered by *** *** but no refund will be offered
and when and if she re-books she will be subject to the current rate at the
time the reservation is submitted. We
appreciate the time and attention your office has given this matter. Sincerely, Karen
R***Customer
Service Manager
***
*** ** ***
*** *** ***
Dear Sirs:This is in response to the complaint we received regarding the above referenced booking number In the complaint *** *** mentions fees for making changes to her travel dates.*** *** or someone on his behalf went onto our website on
September **, and submitted a reservation requestHe entered the cities and dates he was interested in He was shown several itinerary options which included alternate dates He chose flights that he felt would fit his needsHe was then shown our payment page which had the flights he had chosen showing at the top for him 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 he was again asked to confirm the travel date before clicking the button to book the reservation This is shown as attachment When *** *** called to change the date of travel he was advised of the fees involved in making the changes or cancelling the reservation He chose to cancel the reservation and authorized the charge of $100.We regret any inconvenience or frustration encountered by *** *** and appreciate the time and attention your office has given to this matterDue to the information shown above, no refund can be offeredThank youKaren R***Customer Service
*** ** ***
*** *** ***
*** ***
** ** *** *** *** ***
*** *** ** ***
*** *** *** ***
*** *** ***
Dear *** ***:
This is in response to
the rebuttal we received regarding the above referenced booking number. In his rebuttal he is requesting a refund for
our service fees of $Cand travel insurance of $Che requested
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, *** Manhattan.The credit may take up
to business days to appear on his credit card statement. Any refund for the
travel insurance *** *** is requesting he will need to contact *** *** who is a third party vendor and have their own refund policy.We appreciate the time
and attention your office has given to this matterSincerely,Karen R***Customer Service Manager
***
*** *** ***
*** *** ***
*** ***
** ** *** *** *** ***
*** *** ** ***
*** *** *** ***
*** *** ***
Dear *** ***:
This is in response to
the rebuttal we received dated April *** regarding the above
referenced booking number. In her
complaint *** *** is requesting that she be issued a credit and to waive any
re-issue fees.
On November **, 2015, ** *** 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
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 airline
penalties and any fare difference.
On November 14th when she submitted her reservation and
tickets were issued a booking confirmation was sent
*** *** ** *** *** *** ** ***
*** *** * *** * ***
*** * *** * *** * * *** * ***
*** *** * ***
Our records
indicate that on *** *** *** MsPorter contacted our customer care
department requesting that she be allowed to change her reservation. Our agents advised that based on the airline
rules changes were allowed but subject
to airline fees and fare difference
We would like to advise
that no reservation can be cancelled unless approved. This process was established not only to
protect the passenger but also our company.
When a cancellation request is received our agents are required to fill
out a cancellation request (see example) and send to the email address
provided. The reason for the email is to
provide information on fees, credit info, and to also assign a
one-password. Without this password the
reservation cannot be cancelled.
On February *** *** *** again contacted our customer care requesting she be
allowed to use her credit. Our agents
advised since no cancellation request was received and that the reservation was
not cancelled prior to departure the tickets have no value
Based on the
information we received from the airline she did not chefor her flight the airlines general policy is to mark
the reservation in a “No Show” status and cancel the itinerary . As a general industry rule, when passengers
with confirmed tickets do not use, or cancel in advance; the airlines forfeit that
portion of the ticket. CheapOair is not
responsible for the decision and regulations established by the airlines
We would also like to
advise that not all calls are recorded and are used for internal training
purposes only
Since it was Sun Country
who suspended her ticket and indicated it has no value she will need to contact
them directly for any refund since as she stated in her complaint at no time
did she request that her reservation be cancelled
We appreciate
the time and attention your office has given to this matter
Sincerely,
Karen R***
Customer Service Manager
***